Customer Experience Supervisor
3 days ago
Tampa
Job Description Tampa-Hillsborough County Expressway Authority Position Description Customer Experience Supervisor About: The Tampa‑Hillsborough County Expressway Authority (THEA) is an independent State of Florida agency that owns, operates, and maintains key transportation facilities serving Hillsborough County, including the Lee Roy Selmon Expressway (Selmon Expressway), Brandon Parkway, Meridian Avenue, and the Selmon Greenway. The Selmon Expressway is a seventeen (17) ‑mile All‑Electronic Tolling (AET) toll facility that includes seventeen (17) toll collection locations and is the only limited-access facility through downtown Tampa. THEA is committed to providing a high‑quality, customer‑focused transportation experience built on reliability, transparency, responsiveness, and continuous improvements to facilities and technologies. THEA emphasizes timely issue resolution, clear communication, and coordination with service partners to ensure dependable, accessible, and service‑oriented toll operations for the traveling public. THEA’s Customer Experience operations are supported by three primary components: the Operations Back Office System (OBOS), Florida’s Centralized Customer Service System (CCSS), and a collections vendor. OBOS manages core toll transaction processing and revenue reconciliation; CCSS provides customer‑facing services, including inquiries, invoicing, dispute resolution, and account support; and the collections vendor manages delinquent accounts and recovery activities. Together, these components support accurate toll collection and consistent, customer‑focused service delivery. Summary Description: The Customer Experience Supervisor (CXS) reports to the Toll Operations Manager and plays a key leadership role in delivering excellent customer experience across THEA’s toll operations. This position is responsible for fostering a service-oriented environment focused on timely issue resolution, clear communication, and responsive customer support, while building customer confidence in THEA’s tolling services. The CXS works collaboratively with THEA staff, vendors, and stakeholders to ensure customer concerns are addressed efficiently, resources are aligned to support service delivery, and operational activities consistently reflect THEA’s commitment to accuracy, reliability, and customer satisfaction. Major Function: Under general direction and established guidelines, the CXS oversees customer service and support functions for THEA’s toll operations, ensuring timely issue resolution, accurate customer responses, and consistently positive customer experience. This position requires strong oral and written communication skills and the ability to provide clear guidance on customer service priorities, workflows, vendors, and partners. Responsibilities Include: • Obtaining a full understanding of THEA’s toll-operation business rules, • Serves as the Point-of-Contact (POC) between THEA and its Operational Back-office System (OBOS) provider, collections vendor, and Centralized Customer Service System (CCSS) in addressing customer service concerns and toll enforcement-related activities, • Interprets, analyzes, and responds to customer issues over the phone, email, and/or in person, • Proficiently uses THEA’s toll operations systems to analyze customer accounts, • Continuously identifies and evaluates opportunities to drive process improvements that have a positive impact on the customer’s experience with THEA, • Prepares and analyzes performance reports to evaluate the Collections vendors’ daily operational efficiency and monthly performance, • Supports and responds to customer issues reported by Florida’s Centralized Customer Service System (CCSS), OBOS provider, and/or collections vendor, • Reports image quality issues related to in-lane equipment to the Toll System Manager or their designee, • Assists other THEA toll-operations functional units as required, • Assists with toll operations-related marketing initiatives, • Evaluates supporting data to ensure toll enforcement actions, including Vehicle Registration Holds through the Florida Department of Highway Safety and Motor Vehicles (DHSMV), are issued in accordance with established criteria, • Coordinates with the Local Enforcement Authorities, Tax Collector Office, and the Department of Highway Safety and Motor Vehicles in the resolution of the above-mentioned toll enforcement activities resulting from toll violations, • Generates case evidence packages to support THEA’s legal department with the above-mentioned duties, • Monitors the activity of customers with repeat toll notices and provides recommendations to the supervisor regarding enforcement action, • Stays abreast with other toll authorities’ toll-operation business rules to propose changes and improve THEA’s day-to-day operations., • Facilitates meetings, including preparing meeting agendas, meeting minutes, and follow-up, • Oversees customer service quality reviews, • Ensures consistent training and policy interpretation, • Partners with vendors on corrective action plans, • Analyzes customer complaint trends and determines root cause, • Implements continuous improvement activities tied to customer pain points, • Ability to respond to requests, including but not limited to those from THEA executive-level management and other stakeholders, in a courteous and professional manner, while ensuring prompt and complete resolution, • Ability to work with Microsoft Office Suite products, • Time management skills, • Ability to work independently, • Excellent written and oral communication skills, • Ability to produce, interpret, and assimilate data, • Policy interpretation in a customer-facing context and decision-making skills, • Excellent technical, analytical, and research skills, • Ability to read and speak fluent Spanish is preferred, • Complaint management experience, • Conflict resolution The ideal candidate will exhibit the following experience: The ideal candidate will have direct experience leading customer service operations in a high‑volume, transactional, or regulated environment, with demonstrated responsibility for customer issue resolution, escalation management, staff supervision, and coordination with internal teams and external service providers to deliver consistent, customer‑focused outcomes. • Prior experience in managing customer service operations for a toll agency, • Hands‑on experience supervising customer service teams, including assignment of work, coaching, performance monitoring, and addressing escalated customer concerns, • Experience managing customer inquiries, complaints, and dispute resolution related to billing, enforcement, or account‑based services, • Experience analyzing customer service data, trends, and root causes to improve processes, reduce repeat issues, and enhance customer satisfaction, • Experience coordinating with vendors, contractors, or third‑party service providers to support customer service delivery and corrective actions, • Working knowledge of policies, procedures, and applicable regulations affecting customer service operations, enforcement decisions, and customer communications, • Excellent interpersonal and communication skills to effectively interact with customers, service partners, and THEA staff, including handling sensitive or complex situations professionally, • Ability to assist with workload planning, resource allocation, and service‑level performance tracking to ensure timely and accurate customer responses Minimum Requirements. A High School diploma or GED and a minimum of five (5) years of supervisory experience in customer service, or a degree in Customer Service Management or related field and a minimum of three (3) years of customer service experience, including responsibility for issue resolution, customer escalations, or staff supervision. An equivalent combination of education and experience may be considered. Veterans Preference: In accordance with Florida Statute 295, the Tampa-Hillsborough County Expressway Authority will award United States military veterans and spouses of veterans who meet the criteria stipulated in the aforementioned statute preference in employment. All applicants seeking veterans’ preference are required to present legible required documentation in order to qualify. Please understand that veterans' preference laws do not guarantee placement of a veteran into a position. All applicants must meet the minimum requirements, provide the necessary documentation, and complete and successfully pass all phases of the hiring process to be considered a candidate for hire.