**Close Date: July 1, 2026**
Supervises and oversees the daily operations of Mass Transit Customer Service Department.
EXAMPLES OF DUTIES
Manages staff: Plans, prioritizes and assigns daily work orders for customer service representatives, ensuring all work is conducted in accordance with Escambia County policies and procedures.
Provides customer service through taking phone calls, payments, opening new accounts and updating customer account information.
Performs cash handling and ticket sales
Treats each customer/caller with courtesy, dignity, respect, and privacy
Remains knowledgeable of all routes
Remains knowledgeable of all policies and procedures changes
Performs and assists with all duties of the Customer Service Representatives.
Addresses and resolves customer problems and inquiries.
Mentors Customer Service Representatives
Performs various general clerical duties
Performs related duties as required.
TYPICAL QUALIFICATIONS
Minimum Qualification Requirements:
Training and Experience:
High school diploma or GED supplemented by two (2) years of experience in modern office support functions, to include direct customer contact, problem solving, cash handling, keyboard skills and broad knowledge of modern office equipment, or an equivalent combination of education, training and experience that provides the required knowledge, skills and abilities.
Knowledge, Skills, Abilities, and Other Characteristics (KSAOs):
customer service principles
keyboarding techniques
modern office procedures, methods, and equipment
basic filing and recordkeeping principles
English language, grammar, and punctuation
geographic layout of County
office policies, procedures, and requirements
using a computer and related software applications
providing customer service
utilizing modern office equipment
handling multiple tasks simultaneously
maintaining files
communication and interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction
complete any training requirements
communicate clearly in English
operate standard telephone system
exercise business telephone etiquette
handle cash
perform routine mathematical calculations
SUPPLEMENTAL INFORMATION
County-wide Employee Responsibilities:
All Escambia County BCC employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Escambia County BCC's Employee Code of Ethics, gift, and conflict of interest policies.
All Escambia County BCC employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.
Emergency Management Responsibilities:
During emergency conditions, the incumbent of this position will automatically be considered an emergency service worker. This employee is subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and is expected to perform emergency service duties, as assigned.
Physical Requirements:
Positions in this class typically require: reaching, standing, walking, lifting, grasping, talking, hearing, seeing, finger and hand dexterity, as well as repetitive motions.
Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.
Benefits/Compensation Package:
- Medical / Dental / Vision plans
- Prescription coverage
- Employee health clinic
- Employee fitness centers
- Employer-sponsored retirement plan or an investment plan
- Deferred Compensation Plan
- Flexible Spending Account(s)
- Employee Assistance Program
- Annual/Sick Leave or Paid Time Off (PTO)
- Group Life Insurance
