Supv Customer Relations & Support

Pay Range:

$64,863.00 - $107,023.00

Supervisory Organization:

Director Customer Relations & Support

Country:

United States of America

Address:

1401 PACIFIC AVE

City:

DALLAS, TX 75202

FLSA:

Non - Exempt

Professionals:

06 - Admin Support (EEO-4-United States of America), 6D - Customer Service (EEO-SubCategory)

General Summary:

We are seeking a qualified and experienced Customer Relations and Support Supervisor to oversee and lead our Customer Relations and Customer Support Representatives. The CR & S Supervisor will be responsible for overseeing a team of customer relations and support representatives, ensuring that they provide excellent service to DART customers and working to improve our customers’ experience. The ideal candidate will have leadership and communication skills, well-organized, and possesses a deep understanding of customer service best practices.

Essential Duties and Responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Lead, mentor, and supervise a team of customer relations and customer support representatives.
• Monitor team performance and provide guidance, coaching, feedback, and support to ensure timely and exceptional service delivery to DART’s internal and external customers.
• Oversee the resolution of escalated customer issues and complaints while ensuring timely and effective solutions.
• Monitor customer interactions to ensure quality, adherence to DART policies/procedures, and opportunities for improvement.
• Develop and implement customer service procedures, standards, and best practices to enhance the overall customer experience.
• Analyze customer feedback and data to identify trends, areas for improvement, and opportunities to enhance customer satisfaction.
• Prepare and present regular reports on customer satisfaction, team performance, and key performance indicators to management.
• Foster a customer-centric culture within the team and across the agency while emphasizing the importance of customer satisfaction and retention.
• Contribute to the development of customer relations and support strategies, initiatives, and programs aimed at enhancing customer loyalty and engagement.
• Stay updated on industry trends, best practices, and technologies relevant to customer relations and support and integrate them into team’s practices.
• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
• Collaborate with other departments such as sales, marketing, planning, operations, to ensure a seamless customer experience.
• Conduct regular training sessions for the customer relations and support representative team to enhance their skills and knowledge.
• Participate in the recruitment, selection, and onboarding of new customer relations and support representative team members.
• Maintain a positive and professional work improvement within the customer relations and support team.
• Performs other related duties as assigned.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications

• Associate’s degree from an accredited college or university in Business Administration, Communications, or other fields.
• Five (5) years progressively responsible experience in a customer service or customer relations role , office, telecommunications  or a related field, with a record of building and maintaining customer relationships, to include two (2) years’ experience as a supervisor.
• Ability to frequently stand, walk, use hands and fingers, handle or feel and reach with hands and arms. Ability to lift and/or move up to 25 pounds.
• Ability to complete skills assessment tests.
• Ability to remain composed and professional in high pressure and challenging situations.
• Excellent communication and people skills, with a focus on empathy and understanding.
• Ability to work under pressure and manage difficult situations with professionalism.
• Ability to analyze data and draw actionable insights.
• Ability to adapt to dynamic and fast-paced work environment.
• Ability to be dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it for improvements in products and services. Acts with customers in mind. Establishes and ma