Customer Service Supervisor - #191282

About MVT: MVT Canadian Bus, Inc. (MVT), subsidary of MV Transportation, proudly operates the Barrie Transit conventional, specialized and on-demand transit service for the City of Barrie from a $22M state of the art facility as part of a 20-year operating contract which commenced in 2015. We are committed to being a company that makes a difference in people's lives by inspring our employees, treating our customers as part of the famiy, and making our communities even better places to live.

Responsibilities

Position Summary: The Customer Service Supervisor will serve as a liaison between operations staff and the Client by ensuring all service complaints and enquiries are investigated, documented, responded to and closed within contractual requirements. The Customer Service Supervisor also acts as the Company’s representative in supporting the Client’s customer outreach and education programs to promote use of the service.

Key Responsibilities & Accountabilities: The following is not intended to be a comprehensive list of the essential functions of the Human Resources Generalist position, but rather a general description of some of the requirements necessary to carry out the duties and responsibilities of this position. The Customer Service Supervisor must be able to perform the following tasks, among others:

• Acts as the primary point of contact between the Client and Company regarding the Company’s customer service performance in accordance with contractual requirements
• Receives, responds and documents customer/passenger concerns in a comprehensive manner
• Participates in complaint and/or incident investigation and follow-up, including specific employee concerns requiring coaching and/or discipline
• Ensures individual customer/passenger concerns are responded to in a manner
• Provides findings and resolution information to management for trend analysis and operational recommendations
• Maintains database or log of customer complaints/compliments that can readily identify trends that may require additional training or management consideration
• Liaises with the relevant departments regarding customer service issues
• Develops and distributes customer service or other relevant reports to improve management decision making
• Produces detailed customer service and specialized related reports
• Ensures reports are submitted on time as per company and or client requirements
• Analyzes Customer Service issues for trends, communicating with the required departments for follow up
• Develops and implements Customer Service policies and procedures
• Ensures all employee UIR (Unusual Incident Reports) are reviewed, filed and followed up as required
• Oversees Charter service; accepts bookings and coordinates with Client and Operations department to schedule trips
• Supports the Client with customer and community outreach and education programs to promote use of the service
• Provides system information including eligibility, service area, fares, and system use to all interested parties
• Provides resource information as necessary for interested parties regarding the transportation system as a whole, and referrals to appropriate agencies for transportation assistance
• Keeps local management abreast of passenger concerns and trends
• Receives and documents lost and found articles and forwards to Client facility
• Provides direct daily supervision of the reservations team
• Identifies, selects, trains, coaches, and manages the performance of the reservations team
• Works with staff and management to develop a proactive approach to operations problems while fostering positive employee relationships and morale
• Communicates each staff member’s roles and responsibilities and provides support to help staff accomplish assigned objectives
• Works with staff and management to develop a proactive approach to operations problems while fostering positive employee relationships and morale
• Develops staff schedules fairly, in consideration of collective agreements, according to client demands/requirements while adhering to budget, and any applicable legislated requirements or collective agreements terms
• Prepares, verifies, and reviews staff schedules and work records for payroll purposes
• Manages department attendance and absenteeism
• Maintains a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees
• Ensures all safety regulations are being observed and all training methods are adequate and effective
• Addresses human resource issues promptly, accordingly and following the principles of progressive discipline where appropriate, emphasizing corrective actions to improve individual performance
• Determines whether to discipline and apply discipline, including suspensions and terminations, according to company policy
• Respects and maintains the confidentiality of all employee records, business records, client and customer information, data, and other information not otherwise available to the public
• Supports departments with special projects and providing back-up when required
• Assist in recruitment, training staff members and new hires
• Attends training courses and refresher courses as required
• All other duties as assigned
  
  

Working Conditions: The Customer Service Supervisor works primarily in an office environment with occasional visits to field locations. The Customer Service Supervisor may be called upon after hours from time-to-time by managers, in an emergency, or other reasons as required. The job requires the following physical activities: sitting, standing, walking, pushing, pulling, loading and unloading, typing, filing, answering phones.

Qualifications

Qualifications:

• High School Diploma or equivalent experience in customer service
• Minimum of three (3) years supervisory experience in a customer service-related environment preferably
• Experience supervising in a unionized environment; supervisory experience of a unionized work group in a different industry may be considered at the Company’s discretion
• Experience utilizing Trapeze software preferred
• Be able to pass and maintain a clear Criminal Background Check
  
  

KnKnowledge, Skills, & Abilities:

• Excellent communication and presentation skills with an ability to influence people at all levels of the organization
• Highly organized with the ability to handle multiple projects simultaneously while exceeding established goals and objectives
• Strong leadership skills with the ability to set clear expectations, coach, develop and motivate staff
• Strong written and verbal communication skills
• Knowledge of transportation program and local operations
• Knowledge of client and service performance requirements
• Ability to hold the respect and confidence of all employees
• Ability to work independently and objectively
• Ability to handle multiple tasks accurately and effectively
• Ability to effectively delegate tasks and provide appropriate supervision and follow up to department staff
• Proficient in Microsoft Office software
• Ability to use multi-line phone system
• Ability to provide excellent customer service and present a professional demeanor and appearance
• Demonstrated ability to manage with a “Safety First” attitude
  
  

Benefits of Working for MVT:

• An opportunity to work close to home and minimize your commute time
• Challenging and rewarding work providing safe transport to members of the public
• Ability to work independently in a state-of-the-art facility
• Employee Discounts with local businesses
• Room for growth/advancement
  
  

How to Apply: Interested applicants please apply online: careers.mvtransit.com. Note: Due to the high volume of applications received, MVT will only contact those applicants who have been shortlisted.

MVT is committed to equity in employment. Our goal is a diverse, inclusive workforce. We strongly encourage applications from all qualified applicants. Accommodation is available for applicants, including those with disabilities, throughout the recruitment process. Please contact Human Resources at 705-792-5033 or [email protected].