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Working at SANDAG | Job Openings | Email Notification | How to Apply | FAQ

Customer Service Supervisor

Salary Range:
$55,179 - $85,528/year

Close Date: Open Until Filled

First Review of Applications: June 13, 2022
Expected Start Date: July/August 2022


Role
The Customer Service Supervisor is responsible for the day-to-day operations of the high-volume, inbound call center and coordinating the work of Customer Service Representatives (CSRs) who are engaged in telephone and in-person customer interactions, payment processing, mail distribution, inventory control, and related activities.

The Customer Service Center is open between 7 a.m. and 6 p.m., Monday through Friday. CSC employees cover a variety of shifts to accommodate the hours of operation, the schedule for the Customer Service Supervisor requires covering the closing shift which ends at 6 p.m. The need for occasional work during the weekend may be required.


Overview of the Regional Transportation Services/Transportation System Operations Department
The Regional Transportation Services/Transportation Systems Operations Department supports the agency's vision to enhance and expand the region's travel choices by providing more travel services and options for residents, and use innovative, technology-based solutions to better manage the transportation network. This strategic approach includes a network of regional tolling facilities - the existing SR 125 Toll Road and I-15 Express Lanes as well as the planning of future tolling facilities in connection with the new border crossing, and additional express lanes throughout the San Diego region.

Located in our Otay Mesa office, the Customer Service and Account Management team provides support to SR 125 toll road and I-15 Express Lanes patrons and FasTrak account holders. Customer Service Representatives interact with customers over the phone, in person, and via email and mail, and provide assistance with a variety of account set-up and payment options as well as information about the toll road. The team also is responsible for identifying and contacting motorists who have toll amounts due, assembling and mailing FasTrak transponder kits, and assisting the Business Development team with community outreach.


Job Responsibilities
• Coordinate the day-to-day activities of the call center; support the implementation of business practices that create a customer service-oriented work environment.
• Directly supervise approximately 14 Customer Service team members; establish and clearly communicate performance expectations, including the policies and procedures necessary for effective call center operations; recommend and implement changes to operating practices.
• Provide training and development opportunities to employees to increase their job-related skills and competencies.
• Regularly review CSR customer interactions; monitor performance, provide feedback to promote employee growth and program
development, ensure established quality standards are met.
• Coordinate and participate in a broad range of customer service activities that include account establishment, account usage, and providing options to drivers for the payment of outstanding tolls and fees.
• Develop staffing plans to ensure adequate staffing levels and service delivery objectives are met; prepare staff schedules based on work-volume projections.
• Counsel and mentor staff on how to support and resolve difficult customers situations; provide direct support and resolution to highly complex and escalated customer issues and concerns, to include incoming customer calls, emails, and other inquiries.
• Maintain systems that efficiently and effectively support administrative tolling functions related to customer service; ensure the maintenance of accurate files and records for toll violations; prepare and produce a variety of administrative reports.
• Occasionally, participate in the organization of community outreach events designed to increase awareness and dissemination of FasTrak programs, services, and resources throughout the region; train CSRs to distribute information by attending events at local businesses.


Experience and Qualifications
• A high school diploma supplemented by specialized training.
• Five years of progressive career development that includes experience diffusing and resolving difficult or hostile situations and effective problem-solving.
• Experience leading a team of professionals who provide customer service and account management.
• Experience directly supervising and evaluating the work of others; experience selecting, scheduling, training, evaluating, and motivating employees; experience building strong teams and establishing employee development programs.
• Knowledge of or experience coordinating financial transactions, examples include the verification and processing of credit card transactions in accordance with Payment Card Industry rules and regulations.
• Excellent customer service skills; experience diffusing and resolving difficult or hostile situations; effective problem-solving; ability to maintain composure and a professional attitude when managing escalated situations.
• Experience monitoring and evaluating work processes and procedures, making recommendations for business process improvements, and developing and implementing revised policies and procedures.
• Familiarity with public outreach and public participation programs designed to engage and inform the community.
• Experience assisting with the development of RFPs, scopes of work, budgets, and schedules, vendor selection, and contract management; demonstrated effective project management techniques.
• Ability to prepare clear and concise correspondence and reports on a variety customer service activities, projects, and programs.
• Computer software proficiency using various programs from the Microsoft Office Suite (in
particular Word and Excel), customer relationship management systems, such as Salesforce, and other PC-based applications.
• Proficiency with verbal and written Spanish language skills is desirable.
• The selected candidate must pass a pre-employment criminal background check; periodic background checks will be a condition of ongoing employment.


Benefits
Our benefits include health, dental, and vision insurance as well as employee assistance, wellness, and work/life balance programs. Retirement and financial security benefits are provided through a pension plan and deferred compensation program. SANDAG offers flexible work schedules and employees are provided with paid time off and paid holidays.


How to Apply
Interested candidates may apply for this position by completing a SANDAG Employment Application.

The Employment Application can be downloaded from the SANDAG website at sandag.org/careers. The Employment Application can be downloaded from the SANDAG website or by contacting hr@sandag.org or calling (619) 699-1900. See our Careers / How to Apply webpage for additional information.

In compliance with the Americans with Disabilities Act (ADA), SANDAG will accommodate persons who require assistance in order to apply for a position at SANDAG. Applicants requiring an accommodation due to a disability during any stage of the recruitment and selection process, including requesting this document and related application materials in an alternative format, should make their needs known by contacting Human Resources at hr@sandag.org, (619) 699-1900, (619) 699-1904 (TTY), or fax (619) 699-6905.


Further Information
In compliance with the Immigration Reform and Control Act of 1986, applicants hired by SANDAG must show acceptable proof of identity and evidence of authorization to work in the United States.

The selected candidate can anticipate a driving record check upon hire, and approximately annually thereafter. The results of the check may etermine whether the selected candidate will be permitted to drive for SANDAG business.

SANDAG requires all new employees to be fully vaccinated for COVID 19 within 45 days of hire; the COVID-19 vaccine booster also is required within 30 days from the date of hire, or 30 days after becoming eligible for a COVID-19 vaccine booster, whichever is sooner; reasonable accommodation requests will be considered.

SANDAG employees are expected to work in-person in our Otay Mesa office, located at 1129 La Media Road, San Diego, California.


Contact Us
401 B Street, Suite 800, San Diego, CA 92101-4231
(619) 699-1900 | TTY/TDD: (888) 722-4889
sandag.org
hr@sandag.org


SANDAG is an Equal Opportunity Employer

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