Customer Care Supervisor

Our Vision at Central Ohio Transit Authority is to be the transportation provider for central Ohio with safe, reliable, convenient, affordable and user-friendly transportation for every resident and visitor. Our Mission is to deliver superior transportation services and conduct our business in a courteous and ethical manner. Our Desire is to provide an environment where employees are proud and devoted to work and are productively engaged as mutual partners in the achievement of the Authority's goals. COTA is committed to excellence! 

 

The Central Ohio Transit Authority (COTA) is positioned at the beginning of a new era for transit in central Ohio. In November, 2006 the voters of central Ohio approved a 10-year renewable sales and use tax levy. COTA will begin receiving the additional revenue in April, 2008. This community support will make it possible to put COTA's Long-Range Transit Plan into action. Working closely with the community, COTA will implement its ambitious plan to build an effective and responsive transit system for a growing region.

 

We are currently looking for a Customer Care Supervisor, who will be responsible for administering the Authority's customer contact process to ensure timely disbursement to the appropriate internal organizational unit and ensure a final customer resolution is received and accepted.

 

Basic responsibilities:

 

1.  Administers the complaint process; fields and logs all incoming complaint calls; forwards complaints to appropriate internal organizational units and informs customers of resolution.

2.  Acts as customer service liaison with dispatch office in order to keep customer service staff informed of re-routes, delayed service, vehicle breakdowns, etc. to effectively communicate to the public.

3.  Supervise quality and customer service staff; provide problem resolution while overseeing quality service operation.

4.  Expedites the processing of Presidential contacts to the appropriate internal organizational unit for investigation to ensure a customer resolution is received and accepted.

5.  Maintains statistics, to report to the department manager, on the complaint management process to identify system and process problems.

6.  Assists with monitoring and evaluating customer service representatives to ensure quality disbursement of information is being provided.

7.  Processes and ensures customer service representatives' work assignments are being performed (i.e. Cota bulk/literature mailings, special requests, detail itineraries, etc.).

8.  Assists with the development of presentations on the Authority's customer contact process.

9.  Assists the Manager and department staff with decision-making and process improvement efforts stemming from complaint resolution.

10.  Performs other duties as assigned by the Manager.

 

Must be a high school graduate or an equivalent, with an Associate or Bachelor Degree strongly preferred; must have three (3) years of experience in a customer service/call center environment; must be able to accurately type 35 wpm and possess two (2) years of experience using Microsoft Office Products (i.e. Word, Excel, PowerPoint, and Outlook), proficiency in Trapeze, Orbital, and Ontaria is preferred; must have excellent customer service/human relations skills, and the ability to handle public inquiries tactfully; must have excellent verbal, written, and listening skills.





 

 

Comprehensive benefits package includes: Medical, Dental/Vision, Life and Disability Insurance, Flexible Spending Accounts, & Fitness/Wellness Reimbursement Program!

 

Interested applicants are encouraged to apply on-line. Resume submissions can be done through or emailed to jobs@cota.com .  You may also visit COTA's website at www.cota.com to upload or copy and paste your resume. 

 

Due to the high volume of resumes received, we will only respond to candidates selected for an interview.

Thank you for your interest in employment opportunities with Central Ohio Transit Authority.