Customer Service Supervisor

Overview:
**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
- 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