Description

Purpose: The Customer Care Supervisor – Ticket Sales oversees daily Ticket Sales operations, including Lost & Found, Mail Ticket Orders, and in-person customer service at the Elizabeth Duff Transit Center. This role ensures a welcoming, hospitality-focused customer experience and leads staff to deliver consistent, high-quality service across all customer interactions. Support customer-facing initiatives under the direction of the Manager. 

Position Reports To: Manager of Customer Care

FLSA Classification: Exempt

Principal Job Functions

Supervision & Leadership of Ticket Sales Personnel Supervise, schedule, train, coach, evaluate, the Customer Care Ticket Sales staff with a strong emphasis on hospitality, empathy, and customer experience excellence. 
Model and reinforce professional, welcoming, and respectful customer interactions at all times. 
Maintain personnel files and performance documentation. 
Ensure accurate intake, tracking, secure storage, and timely disposition of Lost & Found items 
Oversee processing & distribution of Access Ride mail and ticket requests 
Monitor departmental expenditures and assist with accountability. 
Serve as acting leadership during the absence of the Manager of Customer Care, ensuring continuity of operations and customer service standards.
Provide guidance, accountability, and support to lead Customer Care staff to ensure consistent service delivery and staff alignment 
Customer Care & Hospitality-Focused Activities Step in during peak periods or staff absences, particularly at Elizabeth Duff Transit Center, maintaining a strong face-to-face customer service presence.
Lead and resolve escalated customer issues and conflicts with professionalism and care. 
Respond promptly to internal and external communications. 
Receive & document customer comments received at the Ticket Window related to WeGo services. 
Investigate and follow up on assigned customer comments to ensure timely and meaningful resolutions. 
Ensure transit schedules, maps, and printed materials are well-stocked, accessible, and customer friendly.
 Assist with distributing customer notices, correspondence, and printed materials at the Elizabeth Duff Transit Center. 
Policy Administration & Collaboration Supervise ticket sales operations, including Special Services and ID Cards, Journey Pass replacements, with a focus on accuracy, accountability, and customer experience. 
Monitor daily pass sales, revenue collection, reconciliation, and ticket inventory.
Ensure prompt distribution of passes and ID cards to customers. 
Conduct monthly audits of staff ticket inventories. 
Develop and maintain effective record-keeping systems. 
Prepare monthly reports on pass distribution. 
Handle customer and internal conflict

Requirements

      Physical & Other Requirements 

Ability to sit, stand, walk, reach, lift, carry, write, speak, and listen for extended periods. 
Operate office and ticketing equipment, including phones, computers, printers, cash registers, and related devices. 
Work in enclosed areas for extended periods. 
Read and interpret schedules, maps, route guides, and service notices. 
Perform basic arithmetic and cash handling accurately. 
Communicate clearly and professionally, both verbally and in writing. 
Work independently with minimal supervision. 
Meet deadlines and handle repetitive tasks. 
Maintain effective working relationships across all levels of the organization. 
Work evenings, weekends, overtime, and respond to emergencies as needed. 
      Recommended Preparation for Employment

 Bachelor’s degree and a minimum of three (3) years of related experience required. 
Supervisory experience strongly preferred. 
Strong customer service and hospitality mindset with excellent communication skills. 
Knowledge of MTA services and Davidson County preferred. 
High level of skill in face-to-face public interaction and customer problem-solving.