Supervisor(a) de Servicio al Cliente / Customer Service Supervisor

Welcome to Core Transit, Eagle County’s exciting new public transportation organization! We’re the vibrant, cool-looking buses you’ve seen around town, providing mostly free transportation services to our community from Dotsero to Vail.

We’re seeking a Bilingual Guest Service Leader with a passion for helping people and the knack for communication, customer service and using customer feedback to improve the rider experience. This position will be primarily located in Vail.

 Apply By Date: The job posting will remain open until filled, but applicants are encouraged to apply by November 18th to ensure consideration.

Hiring Range: $71,453 – $85,744 

Full Job Description in English or Spanish

What’s in it for You? Hmmm, Glad You Asked!

• Bilingual Pay Incentive: Eligible staff can earn an additional $1 per hour by qualifying for our bilingual spanish/english program, enhancing both communication and service quality for our diverse community.
• Four Weeks Paid Vacation and Holiday Schedule: Enjoy four weeks of vacation starting in your first year, along with a holiday schedule that rewards double time for any holidays worked, enhancing your work-life balance.
• Comprehensive Benefits Package: Enjoy an option for free medical, dental, and vision coverage options, along with up to a 10% retirement match, ensuring your well-being and financial security.
• Launch Your Career in a High-Demand Field: Join a thriving industry where our community is actively investing, offering growth and opportunity for your future.

About the position: Customer Service Supervisor

The Customer Service Supervisor is responsible for ensuring a positive and seamless experience for all riders. This role involves managing day-to-day communications, handling inquiries, and analyzing feedback to enhance service quality. The supervisor will also oversee guest services and play a crucial role in maintaining world-class customer service standards.

Supervisor Responsibilities

• Supervises customer service representatives. Supervises, leads, and mentors customer services representative to include: prioritizing and assigning work; conducting performance evaluations; ensuring employees follow policies and procedures; and making hiring, termination, and disciplinary decisions and recommendations.
• Leads the Customer Service team in developing and maintaining high levels of customer service, professionalism, individual skills, and effective teamwork approach.

Rider Experience:

• Guarantee a positive and seamless experience for all riders, ensuring satisfaction and loyalty.

Day-to-Day Communications:

• Manage and oversee impactful communications with riders through various platforms.

Inquiry Handling:

• Address and resolve rider inquiries swiftly and effectively to maintain service excellence.

Feedback & Data Analysis:

• Gather and analyze rider feedback and data to drive continuous improvements in service delivery and enhance the overall rider experience.

Guest Services:

• Develop and oversee all inbound guest service touchpoints, including email, phone, in-person interactions, and social media direct messages.
• Develop and implement rider engagement strategies to enhance rider satisfaction, focusing on delivering brand promises.
• Collaborate with the operations team to develop and manage outbound rider communication alerts.
• Collaborate with the IT team to ensure that all platforms riders access, such as mobile fares or online trip planners, function effectively and provide accurate, real-time information.
• Be prepared to work nights and weekends as needed to support service continuity.
• Represent Core Transit at community events and meetings, engaging with riders and stakeholders to promote services and gather valuable feedback.
• Fill in at the VTC booth when necessary, providing direct assistance to riders.
• Support the operations team with traffic and rider flow management at the VTC during peak hours, ensuring smooth operations.
• Serve as the manager on duty for elevated customer complaints, ensuring resolutions align with our service promises and standards.
• Manage cash handling and deposits at customer service booths

Marketing:

• Act as a brand ambassador, ensuring all rider communications reflect Core Transit’s values and brand promises.
• Keep CoreTransit.org updated with the latest schedules, service changes, and policies for rider accessibility.
• Develop and manage a bilingual social media strategy to provide timely updates and engage with the rider community.
• Create visually compelling digital and print materials to effectively communicate service updates.
• Work with stakeholders to produce engaging marketing content that informs and connects with riders.
• Manage bilingual email and SMS campaigns to deliver essential updates directly to riders.
• Produce multimedia content for digital platforms, ensuring alignment with organizational goals and enhancing the rider experience.

EDUCATION & QUALIFICATIONS

• Minimum of 2-4 years of experience in customer service, a related field, or equivalent experience in a relevant career is preferred.
• Exceptional written and verbal bilingual communication skills, with the ability to communicate across multiple channels (email, phone, in-person, and social media) and provide clear, professional responses to customer inquiries.
• Ability to remain calm and professional under stress, with strong conflict management and resolution skills.
• Experience with design software and website content management systems is preferred.
• Strong critical thinking and problem-solving skills to address and resolve customer complaints and inquiries effectively.
• Experience collaborating with cross-functional teams and adapting to a dynamic work environment.
• Excellent bilingual communication skills and a passion for delivering exceptional customer service.
• Data analysis proficiency and attention to detail: Ability to analyze data to identify trends and areas for improvement in customer service and rider experience, ensuring accuracy in data analysis and solution implementation.
• Solution-oriented mindset: Create effective solutions by addressing communication gaps within the system.
• Communication skills: Excellent verbal and written abilities to engage with team members and stakeholders, develop communication strategies to engage riders, and enhance the customer experience.
• Project management: Manage projects from start to finish, ensuring timely delivery.
• Stakeholder engagement: Gather information from stakeholders and maintain strong relationships.
• Flexibility to work nights and weekends as needed.
• Bilingual English/Spanish required.
• Education: High School graduate or equivalent.

LOCATION & COMMITMENTS:

This position is based in Vail and typically operates Monday through Friday, with flexibility to work nights and weekends as needed.