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Responsibilities include handling escalated issues, guiding ACDS operations, recommending service and operational improvements, and acting as a liaison across district departments and external agencies. The position requires transit operations knowledge, effective communication, MS Office proficiency, labor-relations awareness, and reliable attendance, along with fieldwork and staff supervision.",{"@graph":14,"@context":73},[15,34,56],{"@type":16,"itemListElement":17},"BreadcrumbList",[18,23,27,31],{"item":19,"name":20,"@type":21,"position":22},"https://docshare.wps.com","Home","ListItem",1,{"item":24,"name":25,"@type":21,"position":26},"https://docshare.wps.com/template/","Template",2,{"item":28,"name":29,"@type":21,"position":30},"https://docshare.wps.com/template/resumes/","Resumes",3,{"item":32,"name":10,"@type":21,"position":33},"https://docshare.wps.com/template/customer-relations-supervisor-job-description-responsibilities-skills-and-minimum-qualifications/263366/",4,{"url":32,"name":10,"@type":35,"image":36,"author":41,"headline":10,"publisher":44,"fileFormat":47,"inLanguage":8,"description":12,"dateModified":48,"datePublished":49,"encodingFormat":47,"isAccessibleForFree":50,"interactionStatistic":51},"DigitalDocument",{"url":37,"@type":38,"width":39,"height":40},"https://docshare.wps.com/thumbnails/customer-relations-supervisor-job-description-responsibilities-skills-and-minimum-qualifications/263366.png","ImageObject",442,249,{"name":42,"@type":43},"Jake","Person",{"url":19,"name":45,"@type":46},"DocShare","Organization","application/pdf","2026-10-05","2026-09-14",true,{"@type":52,"interactionType":53,"userInteractionCount":55},"InteractionCounter",{"@type":54},"ViewAction",5,{"@type":57,"mainEntity":58},"FAQPage",[59,65,69],{"name":60,"@type":61,"acceptedAnswer":62},"What does the Customer Relations Supervisor oversee?","Question",{"text":63,"@type":64},"The supervisor directs the Customer Relations Department activities for bus, ferry, and bridge divisions, including transit information processing, complaint review and resolution, Lost & Found management, fare media sales, and call center operations.","Answer",{"name":66,"@type":61,"acceptedAnswer":67},"Which core responsibilities relate to customer service performance?",{"text":68,"@type":64},"The role supervises and monitors information quality and call center productivity using relevant data, produces performance metrics, and maintains record-keeping for customer communications and transactions.",{"name":70,"@type":61,"acceptedAnswer":71},"What are the minimum qualifications for this position?",{"text":72,"@type":64},"A four-year degree in Business Administration, Public Administration, Transportation Management, or a related field, or equivalent training and experience, plus five years of transit operations experience. At least two years must include supervisory and customer service responsibilities.","https://schema.org",{"og:url":32,"og:type":75,"og:title":10,"og:site_name":45,"og:description":12},"article",{"robots":77,"canonical":32},"index,follow",{"doc_id":79,"site_id":7},263366,1790217162,{"code":4,"msg":82,"data":83},"success",[84,89,93,98,103,108,113,118,122],{"id":85,"doc_module":22,"doc_module_name":25,"category_name":86,"show_sort_weight":87,"slug":88},11,"Presentations",90,"presentations",{"id":90,"doc_module":22,"doc_module_name":25,"category_name":29,"show_sort_weight":91,"slug":92},12,80,"resumes",{"id":94,"doc_module":22,"doc_module_name":25,"category_name":95,"show_sort_weight":96,"slug":97},14,"Invoices",70,"invoices",{"id":99,"doc_module":22,"doc_module_name":25,"category_name":100,"show_sort_weight":101,"slug":102},15,"Posters",60,"posters",{"id":104,"doc_module":22,"doc_module_name":25,"category_name":105,"show_sort_weight":106,"slug":107},16,"Social Media",50,"social-media",{"id":109,"doc_module":22,"doc_module_name":25,"category_name":110,"show_sort_weight":111,"slug":112},17,"Forms",40,"forms",{"id":114,"doc_module":22,"doc_module_name":25,"category_name":115,"show_sort_weight":116,"slug":117},18,"Letters",30,"letters",{"id":119,"doc_module":22,"doc_module_name":25,"category_name":120,"show_sort_weight":55,"slug":121},21,"Paper Templates","papers-templates",{"id":123,"doc_module":22,"doc_module_name":25,"category_name":124,"show_sort_weight":4,"slug":125},158,"General","general-158",{"code":4,"msg":82,"data":127},{"doc_id":79,"user_id":128,"nickname":42,"user_avatar":129,"doc_module":22,"category_id":90,"category_name":29,"doc_title":10,"doc_description":12,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":55,"is_deleted":4,"is_public":22,"is_downloadable":22,"audit_status":22,"page_count":30,"language":135,"language_code":8,"site_id":7,"html_lang":8,"table_of_contents":136,"faqs":137,"seo_title":138,"seo_description":12,"update_tm":139,"read_time":22},962084928904,"https://ap-avatar.wpscdn.com/davatar_155a257f0dc6eb9ab79c44ca47cae57d","| JOB TITLE: | CUSTOMER RELATIONS SUPERVISOR | DIVISION: | DISTRICT – CUSTOMER RELATIONS |\n| --- | --- | --- | --- |\n| REPORTS TO: | MARKETING & COMMUNICATIONS DIRECTOR | EEO CATEGORY: | 02-PROFESSIONAL |\n| FLSA: | EXEMPT | SAFETY-SENSITIVE: | NO |\n| CLASSIFICATION: | NON-REPRESENTED | LOCATION: | SAN RAFAEL |\n\nClass specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.  \nPosition Summary  \nUnder general direction of the Marketing and Communications Director, is responsible for supervising and directing the activities of the Customer Relations Department involving the processing of customer inquiries for the bus, ferry and bridge divisions. This department provides the public with transit information, general information regarding District programs, complaint investigation/review/resolution, manages Lost & Found, sells fare media and operates a telephone call center. Responsibilities include regular contact with patrons, public agencies, operating personnel and District staff to promote and maintain a high level of customer service. The work is performed within a busy office environment. This position requires field work and dealing with a number of employees and the public. It also requires management of information systems utilized within the department.  \nEssential Responsibilities  \n• Supervises, coordinates and monitors the quality and effectiveness of information by analyzing relevant data to determine customer service outputs and ensure call center staff productivity, and producing performance metrics as appropriate  \n• Maintains and monitors record-keeping systems related to telephone call center comments from the public, fare media sales, and Lost & Found  \n• Receives, reviews and resolves complaints from the public and works with staff to conduct investigations and provide responses and resolution  \n• Handles complex and escalated customer service issues  \n• Directs subordinate personnel to operate telephone Automatic Call Distribution System (ACDS), providing the public with information concerning the Golden Gate Transit systems, recording customer complaints and interacts with public as an advocate for improved public transit service  \n• Receives input from the public, designs programs and procedures to maintain customer satisfaction, and ensures reliability, accessibility and convenience of bus service. Recommends changes to service, as necessary  \n• Acts as a resource for the Planning, Public Information, Marketing, Maintenance, Scheduling and Operations departments  \n• Applies knowledge of public transit operations when recommending appropriate courses of action to solve operational problems of the District. Determines the most effective approach and methodology to complete assignments  \n• Recommends and implements policies and practices to improve operations  \n• Acts as liaison for various District Committees and other public agencies and community members to facilitate operational improvements in relation to the services offered by the District  \n• Interacts with other District personnel to establish a positive working relationship with internal and external customers  \n• Interprets and recommends operational policies and procedures for patrons and employees in conjunction with transit services  \n• Hires, supervises, trains, evaluates and recommends disciplinary actions, commendations or termination for call center staff  \n• Promotes and manages customer relations functions in accordance with District values and goals  \n• Ensures that employees under his/her supervision follow established safe work practices and obey all safety rules  \n• Regular and reliable attendance and performance required  \nRequired Knowledge, Skills and Abilities  \nKnowledge of:  \n• Customer service principles and practices and complaint resolution procedures  \n• Operating policies, rules, and re","cbCaib8Qk86EXQyo","https://ap.wps.com/l/cbCaib8Qk86EXQyo","pdf",110309,"English","# Position Summary\n## Essential Responsibilities\n## Required Knowledge, Skills and Abilities\n## Minimum Qualifications","[{\"question\":\"What does the Customer Relations Supervisor oversee?\",\"answer\":\"The supervisor directs the Customer Relations Department activities for bus, ferry, and bridge divisions, including transit information processing, complaint review and resolution, Lost \\u0026 Found management, fare media sales, and call center operations.\"},{\"question\":\"Which core responsibilities relate to customer service performance?\",\"answer\":\"The role supervises and monitors information quality and call center productivity using relevant data, produces performance metrics, and maintains record-keeping for customer communications and transactions.\"},{\"question\":\"What are the minimum qualifications for this position?\",\"answer\":\"A four-year degree in Business Administration, Public Administration, Transportation Management, or a related field, or equivalent training and experience, plus five years of transit operations experience. At least two years must include supervisory and customer service responsibilities.\"}]","Customer Relations Supervisor Job Description - Responsibilities, Skills and Minimum Qualifications | PDF",1789370311]