Supervisor, Transit Customer Service

The Role

Supervises Grand River Transit (GRT) customer service operations for Kitchener and Cambridge retail locations as well the delivery and administration of customer application/eligibility processes and related programming for specialized transit service. Ensures positive customer experiences in line with service delivery standards and key performance indicators.

Duties/Responsibilities

• Supervises staff providing customer service and operational support at retail locations, and staff providing administrative and programming in relation to customers applying for specialized transit services.
• Supervises the delivery of effective in-person customer service. Provides leadership to staff including responding to customer inquiries and issues and the customer experience service philosophy and standards.
• Ensures staffing schedule/coverage to meet operations, including hiring, calling out for replacement staff, and approving overtime and staffing schedule.
• Ensures resource requirements are in place, secure, and maintained for day-to-day operations (e.g., facilities, program information, safe contents, coin orders, point of sale and systems). Coordinates for services with teams in Facilities Maintenance, Finance, and ITS, as well as contracted security and vendors.
• Maintains voicemail systems, ensuring business information is current, accurate, and clear (fare, service updates, schedules).
• Reviews weekly revenue reports, coin orders.
• Supervises delivery and administration of fare programs, including invoicing (e.g., school, corporate, affordability/accessibility). Liaises with partners to coordinate processes.
• Supervises and contributes to the maintenance of the customer service and travel training case queues, ensuring service level agreements are met and customer issues are handled effectively.
• Supervises the delivery of travel training and application processes related to specialized transit eligibility, per accessibility standards and other guidelines. Handles appeals and escalated issues related to eligibility and human rights concerns. Maintains ban list data for customer service and Community Services.
• Supervises the maintenance of program information, including customer information. Manages fare card inventory, ordering and administration in partnership with the Marketing team.
• Supervises and supports the development of Operator AODA/customer sensitivity training.
• Applies the customer service delivery model to program practices and processes for consistent, accurate, prompt, and courteous customer experiences. Ensures accessible service in customer operations/service delivery, in compliance with standards and legislation.
• Assists to develop key performance indicators and tools to measure operational effectiveness. Meets with the team as a group and individually to share performance metrics and develop plans for areas of focus and improvement.
• Participates on working groups to identify opportunities and make recommendations to enhance customer service delivery including accessibility best practices, policies, and procedures.
• Responds to escalated customer issues. Consults with Assistant Manager regarding policies, procedures, politically sensitive issues, and situations adversely affecting the Region’s image.
• Backs up some of the duties of the Assistant Manager, as required.
• Performs related duties as required.

Knowledge, Skills, and Abilities

• Knowledge and skills are normally acquired through a related diploma/degree, plus progressively responsible related experience.
• Knowledge and skill in customer service management.
• Knowledge and experience with applying AODA and accessibility best practices to ensure services are accessible for customers with disabilities.
• Knowledge of and ability to comply with corporate policies, procedures, collective agreements, and legislation (e.g., privacy, AODA, health and safety, human rights).
• Ability to keep current with transit business.
• Problem solving skills to respond to daily operational issues. Ability to monitor and assess efficiency and effectiveness of customer service, and make recommendations for service enhancement.
• Leadership, human relations, and communication skills to supervise, develop, train, motivate, and support staff; respond to complaints, inquiries, and requests, sometimes involving politically sensitive issues; and participate as an effective team member.
• Ability to read and understand forms, medical information, correspondence, policies, procedures, transit information, and accessibility plans. Ability to write clear, concise correspondence, reports, resources, and procedures.
• Computer skills with ability to use software such as Microsoft Office, voicemail, and point-of-sale systems.
• Ability to participate in an official standby/on-call rotation to respond to legislated or time sensitive demands beyond regularly scheduled work hours.
• Ability to travel within and outside Waterloo Region. Ability to support and demonstrate the Region’s values.

The Region of Waterloo is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. The Region of Waterloo invites applications from all qualified individuals. We are strongly committed to employment equity, diversity and inclusion in the workplace and encourage applications from Black, racialized/visible minorities, Indigenous/Aboriginal people, women, persons with disabilities, and 2SLGBTQIA+ persons.

The Region of Waterloo is committed to providing accommodations throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs. Alternate formats of this document are available upon request. Please contact the Service First Contact Centre at phone number (519) 575-4400, TTY number (519-575-4608) to request an alternate format. Please note: candidates will be provided an update on their application. Please check your spam or junk folder occasionally as some candidates have noticed our emails in those folders (Gmail and Hotmail in particular).