Service Supervisor

Atlanta, GA 30335

Categories: Customer Service Job Number: 17648 Pay Rate: 22.00

Job Description


Service Supervisor

Pay Rate $22 an hour

Atlanta location – position is Hybrid

 

Job Description:

The Services Supervisor is responsible for leading a team of Interoperability Specialists and Fleet Coordinators who assists customers with maintaining their accounts, resolving disputes violations related to toll lane usage and interoperability matters.  This may include violations that have progressed to collections. This position has direct oversight for managing Peach pass Toll Corporate (Fleet), Public Motorcoach, Non-Revenue and Emergency Non-Revenue Account types.  Handles escalated inquiries from customers.

  • Liaison between Interoperability Department and our interoperable partners
  • Reviews and investigates Better Business Bureau (BBB) and Consumer Financial  Protection Bureau (CFBP) complaints/inquiries
  • Maintain and assure the utmost customer satisfaction possible
  • Supervise Interoperability Services staff
  • Oversee a team managing complex customer disputes and requests about toll transactions that cannot be resolved by Customer Service Center or storefront staff
  • Develop, maintain and enhance business policies and procedures for Interoperability Services
  • Recruit, and hire to ensure sufficient number of staff members are available to handle the workload
  • Review team performance and provide coaching
  • Maintain a high level of professionalism during all interactions
  • Use the back-office system to review cases and team performance
  • Communicate with customers, interoperable toll agencies, government partners and/or collections agencies when disputes or account issues are escalated
  • Other tasks as assigned

 

JOB REQUIREMENTS:
  • Requires an associates degree and/or 5+ years of customer service supervisory or management skills
  • Skilled in organizing work, attention to detail and taking direction
  • Knowledgeable of computer software including Microsoft Office
  • Ability to make decisions independently and set priorities
  • Skilled in managing time effectively, prioritizing work and handling multiple tasks in a timely manner
  • Ability to write reports, prepare business letters and summaries with proper format, punctuation, spelling and grammar, using all parts of speech.
  • Effective usage of English grammar, syntax, punctuation and proofreading
  • Ability to use diplomacy and tact in dealing with the customers, interoperable agencies, colleagues, and subordinates
  • Excellent written, verbal and interpersonal communication skills

 

Meet Your Recruiter

Russ Burchfield
Senior Recruiter

Russ began his staffing career in 2012. He learned the ropes with large, industrial clients but found his niche in professional staffing. His passion for helping people find career opportunities is the driving force behind his amazing work ethic. During his free time, Russ enjoys crafting in his workshop, relaxing at home, and enjoying nature.

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