Assistant Manager Customer Service

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 encourages innovation, accountability, and continuous improvement, playing a pivotal role in enhancing the community's mobility and quality of life.

The Customer Service Supervisor position is a critical leadership role within Spokane Transit Authority’s Customer Service Department. This role entails providing first-line supervision over the daily operations of the customer service call center and service counter. The supervisor's responsibilities include planning, coordinating, and overseeing customer service representatives and leads who operate seven days a week. This position demands effective management of escalated customer issues and provision of coaching, quality assurance, and performance monitoring to ensure that all customer interactions meet established service standards. The Customer Service Supervisor actively participates in cross-functional departmental discussions to support service delivery and policy implementation, working closely with the Customer Service Manager. The role requires the ability to act as the department decision-maker when delegated and to serve as acting manager during absences, demonstrating leadership and accountability in all aspects of customer service operations.

Additionally, this role involves analyzing customer service metrics to identify trends, opportunities for improvement, and ensuring timely reporting of issues through ticketing systems. The Supervisor supports daily operational scheduling and workload distribution, fostering a collaborative, positive, and productive team environment that upholds STA’s Core Values. The incumbent will regularly interact with transit system users and the general public, representing Spokane Transit in a professional and positive manner. This position requires punctuality, reliability, and professional integrity, including the capacity to represent STA accurately in potential legal proceedings. The role offers a competitive salary range from $70,832 to $94,926 annually, depending on qualifications, and features a comprehensive benefits package. The work location is in person, emphasizing hands-on leadership and team presence within the customer service environment.