Customer Support Supervisor

Job Description

Job Description

Position Title : Customer Support Supervisor

Exempt / Non-Exempt : Non-Exempt

Employment Type : Full-Time

Location : Bethlehem, PA

of Positions : 1

Work Days / Hours : Monday - Friday - 8 : 00 AM - 5 : 00 PM (On-Site)

Target Pay Range : 41-45K (annualized, depending upon experience)

Job Description :

Trans-Bridge Tours, Inc. is seeking a Customer Support Supervisor who will play a vital role in our company. This position requires a person with a positive attitude and excellent customer service skills in order to interact with our company's customers by addressing inquiries and resolving issues.

This position is based in Bethlehem, PA and requires an on-site presence ( not remote or hybrid ).

About Us :

Trans-Bridge Lines, Inc. is a family-owned and operated Lehigh Valley motorcoach company. In its 83nd year, the company offers daily service to New York City, Newark Airport, and Wall Street from the Lehigh Valley area and Clinton, New Jersey.

Affiliate Company, Delaware River Coach Lines, operates local transit service between Easton and Phillipsburg under contract with New Jersey Transit.

Trans-Bridge's Charter Department is available for business groups, schools and organizations, with custom-designed one-day and overnight trips, sporting events, shows, and special city tours.

Trans-Bridge Tours, another affiliate company, offers One-Day, Multi-Day and Casino Tours, as well as, Air & Cruise Vacations.

The companies are now in the family's third generation of ownership and management.

General Responsibilities :

• Support customers via telephone and in-person to field questions, address issues and ensure appropriate actions are taken to resolve customer's concerns.
• Assist with making reservations, selling bus tickets and travel insurance, process payments / refunds and provide bus schedules and pricing per company policies.
• Serve as second level support when customer questions and issues require escalation.
• Prepare and submit required operational and financial reports as requested.
• Daily cash out report for Trans-Bridge Lines and Trans-Bridge Tours.
• Open and / or close office as needed.
• Assist new and existing employees with policies and procedures.
• Perform other duties as assigned.

Supervisory Responsibilities :

• Communicate with all Customer Support Associates on a daily basis in multiple offices; advise management of any issues and updates.
• Schedule Customer Support Associate's work hours and manage time off requests.
• Monitor and verify timesheets for payroll processing.
• Address team members concerns, issues and take corrective actions as needed.
• Provide feedback to direct reports and conduct performance reviews.

Required Skills / Abilities :

• Service-oriented and able to resolve customer issues / concerns.
• Excellent communication skills with customers and co-workers.
• Reliable and responsible with strong attention to detail.
• Basic computer skills with the ability to learn new software as required.

Education and Required Experience :

• High school diploma or equivalent.
• Minimum 5+ years' Customer Service experience
• 3+ years' supervisory / management experience
• Travel Industry experience is preferred.

Physical Requirements :

• Extended periods of sitting and standing.
• Must be able to lift 15 pounds.

EEO Statement

Trans-Bridge Tours, Inc. is an Equal Opportunity Employer.

All offers of employment are contingent upon passing drug and background screening criteria pertaining to the job.