Assistant Superintendent of Customer Service

BASIC PURPOSE

The Assistant Superintendent of Customer Service provides day-to-day operational leadership for PSTA’s Customer Service department, including oversight of Customer Service Representatives (CSRs), staffing, scheduling, and real-time service delivery.

This position is responsible for monitoring daily operations, managing call queues and service activity, and ensuring adequate coverage to meet customer demand.

Operating under the direction of the Superintendent of Customer Service, the Assistant Superintendent oversees the execution of training plans and curriculum, contributes to curriculum development as needed, and independently provides ongoing coaching and performance guidance to CSRs.

This role supports departmental goals by supervising staff performance, maintaining operational continuity, and ensuring customers receive accurate and timely information regarding PSTA routes, schedules, and services.

ESSENTIAL FUNCTIONS

Assists the Superintendent of Customer Service in all areas of managing the Customer Service department.

Oversees the day-to-day customer relations programs, including communicating, researching, and responding to customer complaints/compliments by telephone, written correspondence, and in person; resolves problems to improve customer relations.

Works directly with CSRs to answer and effectively resolve escalated customer complaints.

Establishes and maintains effective working relationships with employees and union officials; communicates clearly and concisely in oral and written form; exercises sound judgment; deals with the public in a tactful manner.

Supervises the sale of Flamingo Fare cards and programs sold to the public at PSTA Customer Service Centers and at the Front Desk, including but not limited to Transportation Disadvantaged (TD), TD St.

Pete, Veterans, and Pinellas County (Blue Card).

Keeps current on changes in service or new service and shares this information with the Customer Service/Front Desk Representatives; communicates with the Transportation Department regarding detours, breakdowns of equipment, and other information applicable to the customer.

Provides training for new CSRs to develop staff who are motivated and knowledgeable about PSTA routes and schedules and effective in customer relations.

Provides refresher training when warranted to veteran CSRs as necessary to keep the Customer Service Department well informed of the latest changes, updates, and initiatives.

Effectively schedules CSRs to ensure adequate staffing to meet demands for service.

Coordinates with the Revenue Department to ensure that the CSRs have pertinent items provided solely by the Revenue Department, including but not limited to, Flamingo Fare card inventory, cash (bank), deposit bags, and keys.

Communicates with the Revenue Department if there are any problems or issues.

Maintains the printed schedules inventory and coordinates with the Marketing Department to ensure an adequate supply of schedule...