Customer Service Representative Lead

About MetroLink Tulsa:

MetroLink Tulsa is the public transportation provider for the Tulsa area, offering fixed-route bus service, paratransit, and on-demand rides to help people get where they need to go. At Metrolink Tulsa, we're not just about moving people from point A to point B; we're about connecting lives, building community, and making every ride a positive experience! We're a team that believes in the power of reliable transportation to transform daily routines and empower our city. If you're ready to make a real impact, one friendly ride at a time, you've found your destination!

Are you a natural problem-solver who enjoys helping others? Do you have a knack for turning a simple question into a great learning experience? MetroLink Tulsa is looking for a Customer Service Representative Lead to be the welcoming voice of our call center. In this role, you will be a vital link to help our call center representatives share with the community the services they rely on every day. You'll use your expertise and positive attitude to help people navigate the city, get where they need to go, and feel confident in our services.

What You'll Do:

The Customer Service Representative Lead is a key role that ensures the smooth operation of our call center, providing direct support to employees and maintaining high-quality customer service.

• Supervise Call Center Operations: Oversee and answer incoming calls, manage and make trip reservations, handle scheduling to ensure efficient service, and resolve customer questions as needed, handling difficult situations with professionalism.
• Support and Train Staff: Assist with both new-hire and ongoing training programs. Provide daily support to call center employees and help monitor their monthly performance and quality assurance checks.
• Analyze Performance & Optimize Scheduling: Help prepare and analyze reports, statistics, and summaries. Assist with workload and staffing forecasts, identify opportunities for improvement, and recommend solutions to maximize service quality.
• Manage ADA Compliance: Monitor services to ensure compliance with the Americans with Disabilities Act (ADA), work with Mobility Coordinator to recommend and implement policies as needed. Serve as an expert resource on ADA matters.
• Oversee MetroLink Policies: Work with RideCo to manage MetroLink's passenger "No-Call/No-Show" cancellation policy, including preparing and distributing correspondence to passengers.
• Maintain Operational Readiness: Update schedules and assign additional work to cover vacations, sick leave, and holidays.
• Perform Administrative Tasks: Attend meetings, training sessions, and travel as required. Maintain knowledge of all company software and keep all personnel and passenger-related information confidential.
• Performs other duties as assigned.

Requirements

• Experience & Skills:
  • Experience in a customer service-related field is required.
  • Must have excellent communication skills, both in person and on the telephone.
  • Excellent computer skills and proficiency in Microsoft Word, Excel, are essential.
  • Experience with training is preferred.
• Work Ethic & Professionalism:
  • Must have excellent attendance and report to work on a regular and timely basis.
  • Be able to handle multiple tasks at once and complete assignments efficiently.
  • Excellent organizational skills and attention to detail are required.
  • Be able to work independently with minimal supervision.
• Transportation & Mobility:
  • Knowledge of ADA-compliant transportation services is highly desirable.
  • Must possess a current Oklahoma driver’s license and be able to drive a company automobile.
  • Physical requirements include sitting, walking, standing, and the ability to lift up to 15 lbs.
  • Must be able to board and deboard all company vehicles.
• Schedule & Availability:
  • Required to work evenings/nights, weekends, and some holidays.
• Physical & Sensory:
  • Must be able to hear radio and telephone communications.
  • Ability to view visual display terminals for extended periods.
  • Must be able to visually perform all essential job functions.

The preceding description is intended to describe the general content, identify the essential functions, and set forth the requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Reasonable accommodation may be made to enable persons with disabilities to perform the essential tasks. EOE/AA and Drug Free.