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Job Overview
Employment Type
Full-time
Hourly
Compensation
Hourly
Range $33.96 - $45.51
Work Schedule
Standard Hours
Flexible
Benefits
Dental Insurance
Flexible spending account
Health Insurance
Paid Time Off
Retirement Plan
Vision Insurance
Job Description
Spokane Transit Authority (STA) is a public transit agency serving the Spokane, Washington region, committed to delivering safe, reliable, and accessible transportation services to the community. As a key provider of public transit, STA emphasizes customer service excellence, community engagement, and operational efficiency in its day-to-day activities. This organization operates various transit services including fixed-route buses, connectors, and paratransit services, all designed to meet the diverse transit needs of Spokane residents and visitors. STA prioritizes employee development, teamwork, and upholding core values that reinforce the agency's mission to improve lives by providing quality public transportation. The culture at Spokane Transit... Show More
Job Requirements
- Ability to hear, see, and talk effectively
- Ability to lift and carry up to 20 pounds as needed
- Ability to stand and walk for extended periods including frequent walking between departments
- Willingness to perform occasional bending, reaching, or light physical activity
- Must be able to perform duties in a fast-paced, dynamic office or contact center environment
- Proficiency with CRM systems and call monitoring tools
- Proficiency in Microsoft Office applications including Word, Excel, and Outlook
- Punctual, reliable, and maintain regular attendance
- Ability to accurately and honestly represent Spokane Transit Authority in any legal proceedings resulting from job duties
Job Qualifications
- Two or more years in a supervisory or team lead role within a customer service or call center environment
- Proven experience in coaching, training, and quality monitoring of customer interactions
- Strong understanding of customer service KPIs and performance metrics
- Excellent interpersonal and communication skills, both written and verbal
- Ability to lead and motivate a team while managing shifting priorities
Job Duties
- Provide first-line support to leads and customer service representatives, addressing questions, troubleshooting issues, and escalating concerns as needed
- Lead quality assurance, coaching, and performance monitoring for customer service representatives, including call and interaction monitoring across channels, delivering feedback, corrective coaching, and evaluating training effectiveness using established KPIs
- Exercise delegated operational authority on behalf of the Customer Service Manager, including acting as decision-maker and serving as acting manager during absences
- Participate in performance evaluations, documentation, and corrective action processes with the Customer Service Manager
- Assist with scheduling, workload distribution, and team supervision to ensure smooth daily operations
- Support escalated customer issues and provide guidance to team members for complex situations
- Analyze customer service metrics and contribute to reporting efforts to identify trends and service enhancements
- Create and open tickets to report and track system or internal issues, ensuring timely resolution and documentation
- Foster a positive team environment focused on accountability, service excellence, and professional growth
- Represent Spokane Transit positively to the community
- Provide excellent customer service to all customers
- Display and practice STA’s Core Values
- Maintain punctuality, reliability, and regular attendance
- Accurately represent STA in legal proceedings if required
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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