Transdev North America · 9 hours ago
Customer Service Supervisor
Portland, OR
Full-time
Onsite
Mid Level
$34.01/hr - $34.01/hr
3+ years expTransdev North America is a leader in mobility solutions, operating across the U.S. and globally. They are hiring a Customer Service Supervisor to oversee the TriMet LIFT Customer Service operations, ensuring effective complaint resolution and high-quality service delivery.
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No H1B
Responsibilities
Serve as a working supervisor responsible for overall performance of TriMet LIFT Customer Service operations
Provide direct supervision while remaining actively engaged in daily customer service and escalation work
Ensure effective complaint resolution, service recovery, ADA compliance, and coordination with Dispatch and TriMet
Perform Customer Service or Lead-level duties as needed to maintain coverage and manage high-risk issues
Remain directly involved during service disruptions, major incidents, or periods of high call volume
Directly supervise Customer Service staff and Customer Service Leads
Maintain thorough working knowledge of the Customer Service Manual and applicable SOPs and serve as a primary policy and procedure resource for the department
Conduct regular reviews of calls and digital messaging to identify training needs, recognize high performance, and support alignment with quality benchmarks
Set performance expectations related to professionalism, accuracy, escalation, and complaint resolution
Conduct coaching, evaluations, and corrective action in accordance with policy
Ensure training completion and ongoing competency
Oversee complaint resolution processes and service recovery outcomes
Ensure incidents, injuries, accidents, and safety concerns are documented and escalated appropriately
Coordinate with Dispatch, Safety, leadership, and TriMet on sensitive or high-risk issues
Review complaint trends and implement corrective actions
Ensure compliance with ADA, contractual, and regulatory requirements
Oversee Service Infraction administration, suspensions, and appeal processes
Support audits, investigations, and TriMet inquiries
Monitor performance metrics and customer satisfaction indicators
Other duties as required
Qualification
Required
Minimum three years of customer service, reservations, or paratransit operations experience
Strong leadership, judgment, and communication skills
Computer literate with the capacity to learn new software
Must be able to work shifts or flexible work schedules as needed
Subject to a DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason
Must submit to drug testing and a background check
Must be eligible to work in the U.S
Preferred
Prior supervisory or lead experience preferred
Benefits
Vacation: minimum of two (2) weeks
Sick days: 5 days
Holidays: 12 days, 8 standard and 4 floating
Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.
Company
Transdev North America
Transdev North America is the largest private sector operator of multiple modes of transit in North America, providing bus, shuttle.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Laura Hendricks
Chief Executive Officer
Fred Craig, Jr. PE
Chief Operating Officer Transdev Rail Inc.
Recent News
2025-10-17
Transdev North America
2025-06-24
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