The Customer Service Supervisor oversees the delivery of exceptional service to CDOT transit passengers. They are responsible for managing Customer Service Representatives, ensuring they address inquiries, assist with ticketing, and provide travel information effectively. Reporting to the Operations Manager and collaborating with Dispatch Operations, the Supervisor ensures a positive customer experience by resolving issues promptly and efficiently. This role requires excellent communication skills, a customer-focused attitude, and the ability to work in a fast-paced environment while adhering to company policies and procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Although additional duties and related tasks may be assigned, the essential duties and responsibilities of this position include the following:
- Supervise and provide leadership to the customer service team, including hiring, training, and performance management
- Oversee the delivery of exceptional customer service to transit passengers including addressing inquiries, assisting with ticketing, and providing travel information
- Ensure accurate and up-to-date records of customer interactions are maintained for reporting
- Manage escalated customer complaints and issues, working to resolve them promptly
- Manage the Bustang social media channels, supervising the team in responding to customer queries and feedback in a timely and professional manner
- Manage and supervise the handling of high-volume inbound passenger inquiries via multiple channels (phones, emails, web), ensuring timely and accurate responses to ticket requests, service information, route schedules, ticket pricing, and refunds
- Conduct training sessions for customer service staff to enhance their skills and knowledge of company operations and customer service best practices.
- Track and analyze key performance indicators (KPIs) related to customer service, identifying areas for improvement, and implementing strategies to enhance service quality
- Oversee the CDOT lost and found program, ensuring lost items are logged, stored securely, and reunited with their owners in a timely manner
- Assist passengers in navigating CDOT ticketing systems and provide multi-platform support
- Monitor road conditions and weather patterns to anticipate and mitigate potential route delays, communicating updates to the public in a timely and efficient manner
- Maintain knowledge of all CDOT route operations and planned pick-up locations
- Alert management to unresolved service concerns and disruption
- Record customer interactions, transactions, comments, and complaints accurately.
- Work closely with other departments, such as marketing, operations, and maintenance, to address customer needs and improve overall customer satisfaction
- Enforce company policies and procedures related to customer service and safety
- Deliver outstanding customer service to engage and assist customers effectively
- Coordinate with Operations on ADA requests and instructions
- Provide support to CDOT operators during route navigation and various situations
ADDITIONAL JOB RESPONSIBILITIES:
- Assist in streamlining daily business operations.
- Timely resolution of client concerns and complaints.
- Cultivate positive client relationships to foster sustainable business connections.
- Maintain a cooperative and professional relationship with colleagues.
- Assist in projects or additional tasks across departments as required.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, competency, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education / Experience
High School Diploma or equivalent.
Language Skills
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Mathematical Skills
Demonstrates strong general math skills such as adding, subtracting, multiplying, and dividing whole numbers, fractions, and decimals. Performs these operations with units of American currency, Regular and Military time, and imperial measurements of weight, volume, and distance.
Reasoning Skills
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Core Competencies
To perform the job successfully, an individual should demonstrate the following competencies.
- Must be both an independent thinker and a team player.
- Excellent communication (verbal, non-verbal, and written) and interpersonal skills.
- Applies common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Strong analytical, conceptualization, interpretation, and critical thinking skills.
- Must be detail oriented.
- Self-motivated with a sense of urgency, and readily acclimatizing to an ever-changing environment.
- Uses sound reason and judgement; calmly deals with problems involving co-workers, clients, and customers.
- Treats others respectfully and tactfully.
- Contributes to building a positive, collaborative team environment.
- Prioritizes workload, self-manages projects, handles multiple tasks, manages competing demands, and meets strict deadlines.
- Seeks to expand role and help team by volunteering readily, seeking increased responsibilities, and asking for help when needed.
- Works with integrity and ethics that inspires trust and confidence in all activities.
- Upholds organizational values.
Computer Skills
To perform this job successfully, an individual should have a working knowledge of the following software applications, and proficiency as indicated below.
- iPhone or Android cellular phone/tablet PCs
- Google Maps, Waze, or other map/routing application
- Transit Management Systems
- Microsoft Office Software to include Word, Excel, Outlook, PowerPoint
Other Qualifications
Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
Pay & Benefits
- $24.50 – $28.50/Hour (Experience Considered)
- $2,000 sign-on bonus for full-time employees
- Overtime eligible – time and a half over 40 hours
- Paid bi-weekly
- Benefits
- Health Insurance (Eligibility the 1st of the month after 30 days of employment)
- Medical – Great rate at only $59 per pay period for single coverage (eligible 1st of the month after 30 day of employment)
- Dental
- Vision
- Time-Off
- Paid Time Off – start accruing immediately – at 3 hours per pay period or 2 weeks a year with option to rollover
- 8 paid Holidays
- Contributions
- 401K retirement plan with dollar for dollar match up to 4% (Vested Immediately)
- Job Type: Full Time
About Our Company:
ACE Express Coaches (ACE) is Colorado’s premier passenger transportation company with one of the largest fleets in the state. ACE is part of CDOT public transit network, fully responsible for the operations of Bustang, Outrider, and Pegasus fleets. ACE, also, provides transportation services to United Airlines Pilots to the flight training center as well as a wide range of universities, high schools, and pro sports teams. ACE Express Coaches is part of All Aboard America! Holdings (AAAHI), the 4th largest motorcoach company in the US, with a network of independent brands from California to the Gulf Coast. Our humble roots have taught us that anything is possible if we collaborate, think strategically, challenge prevailing assumptions, make no excuses, never give in against the odds and embrace a strong work ethic with unwavering integrity, and an unabashed desire to be great.
At Ace Express Coaches, we value a diverse, inclusive workforce and provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. Similarly, Ace Express Coaches will not tolerate discrimination or harassment based on any of these characteristics. We are committed to celebrating all dimensions of diversity in the workplace equally and ensuring that everyone feels a sense of inclusion and belonging. We also aim to extend this commitment to the partners we work with and the communities we serve. We are constantly listening, learning, and evolving to improve on these principles. We are proud of our collaborative culture. Our diverse employee population enables us to connect with our customers and turn their feedback into meaningful action. Our culture attracts top talent with shared values and forms the foundation for a great place to work!
