Customer Service Supervisor: Volusia County, FL

RATP Dev USA - Your future. Our destination.

We are transit. We make distances feel shorter and bring people together. We are a community.

 Do you see yourself finding solutions to make distances feel shorter? Are you seeking to make an impactful difference and where do you bring people together? If so, come join our team where you are part of a community, not just an employee.

 At RATP Dev USA, we seek to foster a culture where people feel valued, where their voices are heard, and their needs are a priority. We value diversity and inclusion, as well as people who are collaborative and seek solutions that make an impactful difference within our teams, the company, our clients, and the communities we serve.

 Our RATP Dev USA Safety Culture prioritizes the well-being of our employees, clients, passengers, and communities we serve. They are the heart of our business and ensuring all can return home to their families and friends safe and without injury is what we strive to do.

 Through our diverse cultural experiences, we bring innovative transportation solutions. We possess a shared commitment and responsibility to our communities to provide our operational expertise and services in leading quality and safety best practices in everything we do with integrity, honesty, and sustainability.

 Our destination:

To develop and optimize public transit systems, but also to boost the economy and quality of life, in order to make distances feel shorter and bring people together. -Hiba Farès, President of the Executive Board.

Job Summary:

The Customer Service Supervisor is the Customer Service Manager’s primary operational partner and right-hand leader for the daily Customer Service function. This role translates the Manager’s direction into consistent execution, keeps the department organized and informed, develops employees, monitors service and call-center performance, protects ADA/TD customer-service standards, and ensures issues are resolved, documented, escalated, and closed. The Customer Service Supervisor is expected to model our values through calm, fair, professional leadership and a customer-first, solution-oriented approach. This leader models desired behaviors, champions customer service excellence, fosters a respectful and inclusive work environment, and reinforces RATP Dev USA’s safety-focused culture. The role works collaboratively with Operations, Safety, HR, and other departments to support exceptional daily service delivery.

Reporting on Relationship & Role Positioning

Reports directly to the Customer Service Manager and serves as the department’s primary second-in-command for daily execution.

Provides direct supervision, coaching, development, workflow direction, and performance follow-up for Customer Service Representatives and other assigned Customer Service staff.

Acts on behalf of the Customer Service Manager within delegated authority and maintain continuity when the Manager is unavailable.

Serves as an operational communication link among Customer Service, Operations/Dispatch, Safety, Maintenance, Scheduling, Training, IT, HR, and leadership.

Supports department modernization by helping move work from legacy/manual practices to standardized, measurable, technology-supported processes.

The Customer Service Manager can rely on the Supervisor to know the condition of the department, execute priorities, surface risks early, and close the loop without repeated follow-up.

Employees receive consistent expectations, coaching, recognition, training, accountability, and access to current approved information.

Customer issues are handled with empathy, accuracy, professionalism, appropriate escalation, and documented follow-through.

Call-center performance and fare/revenue-control work are actively managed using available data, reconciliation, exception review, and documented follow-through—not only by reacting to individual calls, complaints, or discrepancies.

ADA/TD, eligibility, service information, complaints, scripts, and customer communications are handled using current approved standards and resources.

The Supervisor develops bench strength and employee independence rather than becoming the person who personally solves every problem.

Essential Duties and Responsibilities

Lead the daily operating rhythm of the inbound Customer Service call center and retail/customer-facing functions supporting Fixed Route, Paratransit/VoAccess, TD, Microtransit/VoRide, fares, trip planning, eligibility questions, complaints, and service information.

Review staffing, attendance, schedules, queue/backlog, call volume, service level, abandonment, hold time, productivity, quality, customer-impacting service changes, technology issues, and priority escalations; establish daily priorities and owners.

Monitor calls and customer interactions; intervene on high-risk or escalated matters when appropriate while coaching employees to build independent capability.

Maintain current customer-facing information, approved scripts/talking points, job aids, service-change communications, and escalation pathways; require employees to verify rather than guess.

Oversee daily fare and revenue-control activities assigned to Customer Service, including farebox revenue counts, money-room controls, pass/ticket sales, credit-card transactions, fare-product fulfillment, deposits, reconciliation, discrepancy review, and required financial documentation.

FARE, REVENUE & FINANCIAL CONTROL OVERSIGHT

Serve as the Customer Service Manager’s primary day-to-day partner for fare management and revenue-control functions assigned to the department; ensure work is completed accurately, securely, timely, and with appropriate separation of duties and supervisory verification.

Oversee daily farebox revenue counts and reconciliation processes, including verification of count documentation, balancing to available system/revenue reports, identification of overages/shortages or unexplained variances, and timely escalation of discrepancies.

Oversee money-room activity, cash-control practices, secure handling, count verification, transfer/custody documentation, deposit preparation and deposit reconciliation in accordance with current approved procedures and internal controls.

Monitor fare pass and ticket inventory, sales, issuance and fulfillment for individual, agency, organizational, mail/online or other approved orders; require accurate transaction, inventory, serial/control, fulfillment and exception records in the current approved systems.

Oversee credit-card and electronic-payment activity assigned to Customer Service, including transaction review, settlement/reconciliation support, refunds/voids or exceptions within delegated authority, and protection of payment/customer information.

Administer or support the approved Fraud Detection Suite/payment-risk process: review transactions flagged or pending verification, investigate suspicious characteristics using approved information and customer-verification steps, document disposition, escalate suspected fraud, and ensure pending-review queues are resolved timely. The specific payment and fulfillment platforms may change; the control responsibility remains.

Maintain audit-ready records and support Finance/leadership with daily, weekly, monthly or exception-based reconciliation, deposit, fare-media, credit-card, fraud, inventory and revenue reporting; immediately escalate suspected theft, fraud, control breakdowns, material variances or other financial risks.

PEOPLE LEADERSHIP, TRAINING & ACCOUNTABILITY

Set clear daily and ongoing expectations; conduct huddles, one-on-ones, call coaching, recognition, retraining, performance follow-up, and documented development.

Use call monitoring, quality, attendance, adherence, productivity, customer feedback, behavior, and work-product evidence to coach fairly and consistently.

Support fact-finding, investigations, attendance/performance processes, and corrective action in accordance with Company policy, applicable collective bargaining agreements, and HR guidance.

Train employees using a structured method: explain the standard, demonstrate it, allow practice, observe, coach, verify, require teach-back when appropriate, and document competency.

Build team capability and succession depth by delegating appropriate work, assigning ownership and check-back times, and developing employees instead of routinely taking over work.

ADA / TD / ELIGIBILITY, QUALITY & CUSTOMER PROTECTION

Maintain working knowledge of ADA complementary paratransit and applicable TD/customer-service procedures sufficient to guide staff, recognize risk, provide accurate customer information, and escalate complex eligibility/compliance questions to the appropriate subject-matter expert.

Support consistent handling of eligibility inquiries, reasonable-modification questions, PCA/companion/visitor information, no-show/subscription questions, service animals, effective communication, complaints, confidentiality, and other assigned accessibility topics.

Audit complaint intake, customer documentation, booking/service notes, eligibility-support workflows, scripts, and quality standards; correct gaps and identify recurring training needs.

Protect Title VI, privacy/confidentiality, safety/security, and other applicable customer-service requirements.

PERFORMANCE MANAGEMENT, DATA & CONTINUOUS IMPROVEMENT

Use available call-center and operational data to explain identify performance concerns before they become chronic customer or employee issues.

Maintain or support dashboards, logs, scorecards, complaint/RCA tracking, coaching records, staffing/adherence information, and Manager/leadership reporting.

Use root-cause analysis for significant or recurring issues: contain the immediate problem, identify likely cause, establish corrective/preventive action, assign an owner/due date, and verify the result.

Recommend and help implement department improvements involving workflow, customer communication, quality assurance, training, staffing, knowledge management, and technology.

TECHNOLOGY, KNOWLEDGE MANAGEMENT & CROSS-DEPARTMENT PARTNERSHIP

Develop functional proficiency in assigned systems and tools, including SPARE/SPARE Resolve or successor platforms, call-center/phone technology, scheduling/service systems, fare/revenue and reconciliation tools, payment/fraud-review platforms, current pass/order-fulfillment systems, Microsoft 365, workforce/timekeeping tools, AI-enabled customer-service tools, and approved knowledge resources.

Support technology adoption by learning core workflows, identifying recurring issues, helping employees use the tools correctly, and creating or maintaining practical job aids and knowledge articles.

Serve as a reliable communication bridge with Operations/Dispatch, Safety, Maintenance, Scheduling, Training, IT, HR, and leadership. Provide facts, customer/service impact, action taken, current status, owner, and next step.

Support service changes, special projects, customer outreach, training initiatives, audits, leadership reviews, and department modernization activities.

Escalate material safety, ADA/compliance, customer, staffing, system, service, employee-relations, or reputational risks promptly; do not allow significant issues to remain undocumented or without an owner.

Other duties as assigned

EDUCATION & EXPERIENCE

High School Diploma or GED required; Associate degree or additional education in business, customer service, transportation, leadership, or a related field preferred.

Five (5) or more years of customer service, call-center, transportation, or related experience preferred, including at least two (2) years in a lead, supervisory, training, or comparable leadership capacity.

Transit, paratransit/ADA, high-volume call-center, eligibility/customer-service, or technology implementation experience strongly preferred. Equivalent combinations of relevant experience and demonstrated capability may be considered.

KNOWLEDGE, SKILLS & ABILITIES

Strong customer-service leadership, active listening, written/verbal communication, conflict management, coaching, organization, prioritization, judgment, and professional discretion.

Ability to read operational, call-center, fare/revenue, reconciliation and exception data; identify trends or discrepancies; document actions; manage competing priorities; and make calm, accurate decisions in a fast-paced environment.

Ability and willingness to learn transit service modes, ADA/TD customer-service requirements, complaint/eligibility workflows, labor/HR processes, and assigned technology.

Ability to work collaboratively across departments and locations and to work flexible schedules, including evenings, nights, weekends, holidays, or emergency/service needs as required.

Ability to protect confidential employee/customer information and maintain credibility, consistency, fairness, and trust.

Professional Growth & Development

RATP Dev USA is committed to developing its team members through programs such as:

• Leadership Development
• Mentorship & Coaching
• Safety, Security & Compliance Training
• Technical and Soft Skills Training
• “Grow Our Own” Leadership Pathways

Benefits

We offer competitive compensation and benefits (which vary based on role, location, and business), including medical/dental/vision, 401(k), and paid holiday/vacation.

We are an Equal Opportunity Employer & We Welcome Diversity to our Teams!