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Assistant Superintendent of Customer Service
Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Job Description
Pinellas Suncoast Transit Authority (PSTA) is a vital public transportation provider committed to delivering reliable and efficient transit services to the residents and visitors of Pinellas County, Florida. Established to enhance mobility, PSTA operates an extensive bus network that facilitates daily commutes, connects communities, and supports the local economy by providing accessible transit options. As a leading transit agency, PSTA prioritizes customer satisfaction, safety, and operational excellence through ongoing staff development, innovative solutions, and community engagement. Known for its commitment to diversity and inclusion, PSTA provides equal employment opportunities and maintains a supportive work environment, fostering professional growth and collaboration... Show More
Job Requirements
- high school diploma or GED
- minimum three years of customer service or transportation operations experience
- preferred two years of supervisory or management experience
- preferred experience working with union employees
- ability to interpret and enforce labor agreements and personnel rules
- strong interpersonal and communication skills
- proficiency with word processing, spreadsheets, and databases
- ability to perform basic mathematical computations
- ability to develop and maintain documentation
- ability to work under direction of superintendent
- willingness to support equal employment opportunity policies
- must comply with drug and smoke free workplace rules
Job Qualifications
- high school diploma or GED
- supplemental education or training in customer service, management, public relations, transportation, or related field preferred
- three years of customer service or transportation operations experience required
- two years of supervisory or management experience preferred
- experience working with union employees preferred
- ability to produce accurate and high-quality work
- clear and effective communication skills
- strong planning and organizational abilities
- problem solving and conflict resolution skills
- demonstrated leadership and team development capabilities
Job Duties
- assist the superintendent of customer service in managing the customer service department
- oversee the day-to-day customer relations programs including handling customer complaints and compliments
- work directly with customer service representatives to resolve escalated complaints
- establish and maintain effective working relationships with employees and union officials
- supervise the sale of Flamingo Fare cards and related programs
- keep informed on service changes and communicate updates to customer service staff
- provide training and refresher courses for customer service representatives
- schedule staff to ensure adequate coverage
- coordinate with the Revenue Department on inventory and cash handling
- maintain printed schedule inventory in coordination with Marketing
- supervise front desk receptionist and lost and found
- coordinate monthly customer complaint processing and follow-ups
- compile monthly reports
- coordinate with IT and Facilities to maintain workstation and property functionality
- perform basic math and data entry tasks
- develop and maintain instructional documents and recommend process improvements
- perform other assigned functions
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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