DEPARTMENT: Marketing & Communications, Central New York Regional Transportation Authority
SALARY RANGE: Grade 5 - $57,013 to $63,725
Note: Starting salary is determined by evaluation of experience and qualifications for the position and will be set at some point between the minimum and maximum of the pay scale.
JOB SUMMARY: This position is responsible for supervising customer service and reception operations for the Authority, including customer communications, front desk coverage, complaint resolution, employee supervision, reporting, and daily office operations. The Customer Service Supervisor ensures high-quality customer support, promotes positive public relations, maintains a professional front desk environment, and assists in maintaining compliance with Authority policies and procedures. Position is exempt.
REQUIRED HOURS: Position hours will be Monday-Friday 8:00am to 5:00pm with an hour lunch.
MAJOR DUTIES:
1. Supervises daily customer service and reception operations for the Authority.
2. Supervises, trains, evaluates, coaches, and provides performance feedback to assigned customer service and reception staff.
3. Develops employee work schedules and monitors staffing levels to ensure adequate customer service and consistent front desk coverage.
4. Serves as a backup to the front desk, stepping in to answer phones, greet customers, or manage administrative tasks when receptionists are unavailable.
5. Resolves escalated customer complaints and inquiries in a professional and timely manner.
6. Investigates customer complaints and prepares appropriate documentation and follow-up reports.
7. Oversees daily office operations, including workflow coordination and staff support.
8. Reviews and approves employee attendance, payroll submissions, overtime, and leave requests.
9. Communicates updates to policies, procedures, routes, fares, and service changes to staff.
10. Assists customers and staff with questions regarding routes, schedules, fares, and customer service procedures.
11. Monitors and responds to customer communications received by phone, email, website, and social media platforms.
12. Prepares monthly customer service performance reports.
13. Participates in hiring, onboarding, and training new employees.
14. Maintains personnel records and related documentation.
15. Assists with ADA-related customer concerns and coordinates with operational departments as needed.
16. Ensures compliance with Authority policies and applicable federal, state, and local regulations.
17. Performs Customer Service Representative duties as needed.
18. Performs other related duties as assigned.
KNOWLEDGE REQUIRED BY THE POSITION:
Education/Experience: High School Diploma or GED Equivalent required with 3-5 years of experience; Associate degree preferred.
1. Knowledge of Authority policies, procedures, routes, schedules, and fare structures.
2. Knowledge of customer service principles, front desk operations, and supervisory practices.
3. Knowledge of applicable federal, state, and local regulations related to public transportation and ADA compliance.
4. Skill in conflict resolution and problem-solving.
5. Skill in operating computers and standard office software and equipment.
6. Skill in preparing reports and maintaining records.
7. Skill in interpersonal relations, reception management, and employee supervision.
8. Skill in oral and written communication.
Applications and In-House Transfer Requests must be submitted to Danielle Raineri or go onto our website at www.centro.org and apply! All qualified applicants are encouraged to apply. CNYRTA reserves the right to select a candidate from within or outside the Company.
CNYRTA is an equal opportunity employer and drug free workplace.(Marijuana included)
Pay: $57,013.00 - $63,725.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Customer service: 3 years (Required)
- Supervising: 3 years (Required)
Ability to Commute:
- Syracuse, NY 13202 (Required)
Work Location: In person
