Supervisor, Customer Service Center Job Vacancy in TriMet Portland, OR 97202 – Latest Jobs in Portland, OR 97202

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Company Name : TriMet
Location : Portland, OR 97202
Position : Supervisor, Customer Service Center

Job Description : Description
Ensures that excellent service is provided by the Customer Service Office staff. Trains, supervises, coaches, monitors, and evaluates employee performance.
Ensure a commitment to safety through consistent and professional behaviors in performance of job requirements that demonstrate safety is a fundamental value that guides all aspects of our work. Perform related duties as required.
Serve as a good steward of TriMet by regularly utilizing our transit system to maintain a strong and current understanding of customers’ experiences and of TriMet’s product and service offerings.
Essential Functions
1. Supervises the activities of the Customer Service Office staff. Facilitates employee productivity, courtesy, accuracy, and cooperation to assure efficient, high quality service to customers. Monitors calls and provide feedback to staff as needed. Supervises telephone coverage between Customer Service telephone queues.

2. Acts as a working supervisor handling customer inquiries and escalations via 238-RIDE, email, fax, mail or internet and work as needed. Assists with Customer Service Representative program work as needed.
3. Prepares shift schedules, relief, vacation rosters, and sign-up lists using reporting to make appropriate decisions. Prepares time sheets. Ensures proper preparation of system performance reports. Prepares memos and letters to customers and agencies as needed. Counts, audits and reconciles fare instruments.
4. Acts as liaison with other departments to assure that the Customer Service Office receives timely information, which includes special events and promotions, re-route service changes, and other TriMet information.
5. Develops training and teambuilding activities for Customer Service Representatives and Trip Planners to assure a productive, motivated work-group.
6. Recommends revisions to procedures and policies for the Customer Service Office.
7. Models and holds staff accountable to be sensitive to the special needs of customers, including those from culturally diverse backgrounds, the elderly, persons with disabilities, or other vulnerable populations. Responds to customer complaints and commendations appropriately by working with customers and staff.
8. Uses Customer Service systems, including but not limited to the customer comments database, ATIS and the audio recording system to record telephone calls to address customer contacts and escalations. Reviews and reports customer feedback seeking trends, hot topics, and identifying areas of improvement. Evaluates, defines, researches and responds to escalated complaints.
Position Requirements
College-level course work in Business Management or a related field is required.

Two (2) or more years experience working in a call center environment or customer service field are required.
Two (2) or more years experience working in a call center environment or customer service field in a supervisory capacity are required.

Or any equivalent combination of experience and training.
Selection Criteria
1. Knowledge of TriMet routes and services.

2. Knowledge of the Americans with Disabilities Act.

3. Knowledge of supervisory practices and procedures in human resource development.

4. Knowledge of current Working and Wage Agreement.

5. Demonstrated ability to manage a culturally diverse “activity center,” including organization, delegation of authority, management reporting, teambuilding, and performance evaluation.

6. Ability to communicate clearly and effectively in writing and orally.

7. Ability to establish and maintain effective working relationships with employees, management and the general public, including those from culturally diverse backgrounds, the elderly, persons with disabilities and/or other vulnerable populations. Model excellent customer service.

8. Ability to analyze and resolve problems diplomatically.

9. Ability to work in a fast-paced environment, performing several tasks simultaneously.

10. Ability to use independent judgment and make decisions.

11. Intermediate skills with automated systems and Microsoft Office including Word, Excel and Outlook.

Type of Position/Grade/FLSA
Union, Non-Exempt, Regular Full-Time. Minimum starting wage: $39.79 -$41.70 per hour. Wage will be in accordance with the current Working and Wage Agreement, effective December 1, 2012, Article IX pay practice.

Selection Process
Candidates will be selected based at a minimum on the result of:
1. Application/Cover Letter & Resume/Work Record Review
2. Supplemental Assessments
3. Panel Interview

Supplemental Information
Make sure you describe in detail how your education, training and work experience fit with this role. And be encouraged to attach a resume, cover letter, training certificates and/or letters of recommendation with your application. You are permitted five attachments of less than 5MB each.

Internal applicants: Employees who meet the minimum qualification are welcome to apply. Information in your personnel file will not be used in lieu of information requested on your application. Incomplete applications will not be considered.

If you are a qualified veteran and would like to apply for veterans’ preference points, you will need to reflect your status on the application and attach supporting documentation at the time of application submission.

TriMet is an equal opportunity employer, committed to developing an organization that is reflective of and sensitive to the needs of the diverse community we serve, including veterans, the elderly, and individuals with disabilities.

Note: If you are a qualified veteran and would like to apply for veterans’ preference points, you will need to reflect your status on the application and submit supporting documentation with your application by the closing date of this recruitment. Documentation must be attached to your application.

ADA Statement
As applied to the workplace, applicants and employees must be qualified to perform the essential functions of the job with or without reasonable accommodation. Essential functions may include required job functions performed infrequently as well as production standards related to the quality and quantity of work.

If a person with a disability could meet job qualifications with a reasonable accommodation, TriMet will work with the employee to accommodate the need. If TriMet’s accommodation is effective in allowing the employee to perform the essential functions of the job, it need not be the employee’s preferred accommodation.
Full-Time and Mini-Run Operator (MRO)
Union Employee Benefits
Medical Plan Options Regence Union PPO 80/20 – Deductible: $300 Individual/$900 Family; Office Visit: 20%, after deductible; Out-of-Pocket Max: $2,300 Individual/$6,900 Family; Prescription Drugs: $10 Generic/$25 or 20% Formulary/50% Non-formulary. Benefits listed are for in-network, preferred providers. Regence Union PPO 90/10 – Deductible: $150 Individual/$300 Family; Office Visit: 10%, after deductible; Out-of-Pocket Max: $1,650 Individual/$4,950 Family; Prescription Drugs: $5 Generic/$15 or 20% Formulary/50% Non-formulary. Benefits listed are for in-network, preferred providers. Regence Union Health Savings Account (HSA) – Deductible: $1,500 Individual/$3,000 Family; Office Visit: 20%, after deductible; Out-of-Pocket Max: $5,000 Individual/$10,000 Family; Prescription Drugs: 20%, after deductible. Benefits listed are for in-network, preferred providers. Kaiser Permanente EPO – No deductible; Office Visit: $10 copay; Out-of-Pocket Max: $600 Individual/$1,200 Family; Prescription Drugs: $10 copay.All medical plans include prescription drug and vision coverage.

Dental Plan Options Delta Dental of Oregon, provided by Moda – Preventive Services paid at: 100%; Basic Services paid at: 80%; Major Services paid at: 50%; $2,000 max benefit per person/year; Orthodontia paid at: 50% to $3,000 lifetime max/person. Kaiser Dental – $10 Copay; Preventive Services paid at: 100%; Basic Services paid at: 80%; Major Services paid at: 50%; $2,000 max benefit per person/year; Orthodontia paid at: 50% to $3,000 lifetime max/person.Coverage Effective Date
Full-time Employees – Medical, vision, prescription, and dental coverage is effective the first of the month following your date of employment.
Mini-run Operators – Medical, vision, prescription, and dental benefits are effective the first of the month following 30 days of employment.

Medical and Dental Rates

Effective January 1, 2022

Regence Union 90/10 PPO
Employee: $ 128.88
Employee & Spouse: $ 270.58
Employee & Child(ren): $ 225.50
Employee & Family: $ 360.86

Regence Union 80/20 PPO
Employee: $ 43.60
Employee & Spouse: $ 91.54
Employee & Child(ren): $ 76.30
Employee & Family: $ 122.08

Regence Union HSA
Employee: $ 0.00
Employee & Spouse: $ 0.00
Employee & Child(ren): $ 0.00
Employee & Family: $ 0.00

Regence Union HSA Employer Contribution
Employee: $ 67.24
Employee & Spouse: $ 141.20
Employee & Child(ren): $ 117.66
Employee & Family: $ 188.24

Kaiser Permanente EPO
Employee: $ 42.54
Employee & Spouse: $ 85.10
Employee & Child(ren): $ 76.58
Employee & Family: $ 127.64

Delta Dental of Oregon
Employee: $ 3.12
Employee & Spouse: $ 5.90
Employee & Child(ren): $ 5.94
Employee & Family: $ 8.90

Kaiser Dental
Employee: $ 2.74
Employee & Spouse: $ 5.02
Employee & Child(ren): $ 5.50
Employee & Family: $ 7.86

Employee Assistance Program (EAP)TriMet employees have access to the EAP through Canopy (previously Cascade Centers). The EAP is a free, confidential resource available to help employees (and their household members) with life’s everyday issues. It also provides many other services including, but not limited to: counseling sessions, webinars, financial coaching, home ownership program, and online access to a wealth of information and resources.

Wellness Program
TriMet supports health and wellness through our Wellness Matters Program. Annual wellness offerings include: onsite biometric screening and flu shot clinics.
Flexible Spending Accounts Health Care Spending Account – Allows employees to set aside pre-tax dollars to pay for medical, vision, and dental expenses not covered by their health plan. Dependent Care Spending Account – Allows employees to set aside pre-tax dollars to pay for dependent care expenses. Limited Flexible Spending Account – Allows employees enrolled in the Regence HSA plan to set aside pre-tax dollars to pay for vision and dental expenses not covered by their health plan.Disability Insurance
Short-term Disability/Extended Sick LeaveUnion Mini-run Operators
Weekly Benefit Amount: $180
All Other Union Employees (working at least 20 hours/week)
Benefit Amount: $300Long-term Disability/Permanent Disability
Refer to the Working & Wage Agreement for information on permanent disability.
Life and Accidental Death & Dismemberment (AD&D) Insurance
Basic Life and Accidental Death & Dismemberment (AD&D) Insurance – TriMet provides Basic Life and AD&D Insurance to assist employees and their families in the event of death or dismemberment. These benefits are fully paid by TriMet.Union Mini-run Operators
Benefit Amount: $18, 250
All Other Union Employees (working at least 20 hours/week)
Benefit Amount: $25,000
Voluntary Life and AD&D Insurance – Employees may purchase additional life and AD&D insurance for themselves, spouse/domestic partner, and their child(ren). Employees pay the full cost for this insurance and must elect coverage for themselves in order to elect coverage for their dependents.
Employees may purchase one or more of the following voluntary coverages:
Hospital Indemnity insurance helps keep your finances on track when you are in the hospital. It pays you or a covered family member directly and you can use it to help cover costs such as copays, deductibles and living expenses.
Critical Illness insurance can help with costs from a serious illness that your medical insurance does not cover. It pays you or a covered family member a lump sum to use toward expenses like deductibles, groceries or childcare during recovery.
Accident insurance can help with costs that medical insurance does not cover if you are hurt in an accident. It pays you or a covered family member directly and you can use it toward your deductible, copay or daily expenses during recovery.
Pension
Defined Contribution Plan 401(a)
TriMet provides a defined contribution pension plan to employees. TriMet deposits the equivalent of 8 percent of an employee’s base pay into an investment account each pay period. The employee also has the option of contributing up to 15 percent of his/her base pay pre-tax to the account each pay period. The employee directs the investment of the employee’s individual account. The employee is vested in the account after three years of service.

Deferred Compensation Plan 457(b)
A Deferred Compensation Plan Section 457 (a plan for public employees), allows the employee to build retirement savings with pre-tax dollars to supplement pension, Social Security and private investment.

Paid Leave
Refer to the Working & Wage Agreement for complete information on sick, vacation, holiday, and personal days.

Free Transit PassAll full-time employees, their spouses/domestic partners, and eligible* dependents are eligible for a photo identification badge, which is honored as a bus/MAX pass on all lines of the District following their first 120 (one hundred twenty) calendar day probationary period.

Mini-run operators their spouses/domestic partners, and eligible* dependents are eligible for a photo identification badge, which is honored as a bus/MAX pass on all lines of the District following their 6 (six) month probationary period.

Child dependents are eligible for a free transit pass up to age 19, or age 24 if living at home and attending school full-time.
TEI Membership
TriMet’s corporate fitness center (TEI) is available to employees, and their spouse or eligible domestic partner, at five locations. Membership dues are only $13.00 per month for TriMet employees and an additional $6.00 per month for a spouse or eligible domestic partner.

Please note: Full Time (FT) & Mini Run Operator (MRO) employees receive a security ID badge and are eligible to join TEI immediately upon hire. The spouse or domestic partner, however, does not receive a spouse ID badge until after the employee has successfully completed their probationary period. At the end of the probationary period, TriMet spouse identification badges will be issued to the employee’s spouse or eligible domestic partner at the employee’s request. Once the spouse/domestic partner receives their ID badge, they will be able to join TEI.

NOTICE: The information contained in this document is intended solely to provide general information regarding the benefits offered by TriMet. This information is subject to change at any time. Revised: 01/24/2022
Agency
TriMet
Address
1800 SW First Avenue Suite 300

Portland, Oregon, 97201
Phone
(503) 962-7505

Website
http://trimet.org/careers

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