Description

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 phases 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).
Assistant Superintendent
of Customer Service
Job
Description
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 to new CSRs to develop staff that 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 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 schedules are available for the Customer
Service Centers and Front Desk.
Supervises the Front Desk Receptionist as well as Lost and Found.
Coordinates with the Transportation Administrative Coordinator the monthly customer
complaint process for bus service and reports information to the Transportation
Department. Follows up to seek resolution. Keeps database on complaints and
outcomes. Compiles timely monthly report.
Coordinates with the IT department to ensure properly functioning CSR workstations
and point-of-sale systems at the Customer Service Centers.
Coordinates with Facilities to ensure building and property related issues in and
around the Customer Service Centers and CSR workspace is resolved in a timely
fashion.
Has knowledge of and ability to explain PSTA bus routes.
Performs basic mathematical computations.
Performs data entry tasks utilizing personal computer, hardware, and software.

Requirements

MINIMUM QUALIFICATIONS
Education: High school diploma or G.E.D. Supplemental education or training in
customer service, management, public relations, transportation, or relevant area is
preferred.
Experience: Three (3) years customer service experience or transportation operations
experience, and two (2) years supervisory\management experience in customer
relations administration or transportation operations is preferred. Experience working
in a unionized environment is preferred.
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of: Overall transit operations; administrative and office procedures.
Skilled in: Interpersonal relations; word processing, spreadsheet, database, verbal
and written communications.
Abilities: Ability to interpret and apply labor agreements and organizational policies,
including attendance, performance management, and corrective action processes.
PERFORMANCE STANDARDS
Quality of Work - Produces accurate, thorough, and high-quality work.
Communication - Communicates clearly and effectively with colleagues, staff, and
stakeholders.
Planning / Organizing - Effectively develops and implements plans, organizes and
delegates tasks for their team in line with strategic priorities.
Problem Solving and Conflict Resolution- Effectively identifies and resolves issues
leading to positive outcomes.
Leadership - Demonstrates leadership qualities, such as quality decision making and
problem solving, influencing and inspiring others, guiding a team towards achieving
common goals, fostering a positive work environment, and encouraging employee
growth.