WorkMyWay

Annual Salary: $78,000 - $90,000

The Customer Service Supervisor is accountable for directing the activities and employees that are responsible for providing  first rate customer service to the public on the trains and in stations, through organizing, directing and supervising AirTrain Agents.  Responsible for developing and implementing techniques that ensure operations are conducted safely, reliably, efficiently and in conformance with existing rules and procedures as they pertain to field operations and customer service.  

The Customer Service Supervisor oversees the daily operations and performance of AirTrain Agents to ensure safe, efficient, and high-quality customer service across trains and stations. This role involves training staff, managing field operations, coordinating with emergency services, and maintaining compliance with safety and service standards.

Key Responsibilities:

• Lead by example to model professional, courteous, and world-class service behaviors in alignment with PANYNJ’s WE SOAR values, ensuring all field staff consistently deliver exceptional customer experiences.
• Monitor and report on daily KPIs using both leading and lagging indicators to drive operational efficiency and effectiveness; implement corrective actions to ensure consistent above-the-line performance and continuous business improvement.
• Oversee asset management and control by tracking usage and ensuring consistent application of tools and resources to uphold our world-class service standards and operational excellence.
• Train and evaluate Customer Service personnel—AirTrain Agents and Station Ambassadors—in technical and safety procedures to ensure they have the required level of understanding to carry out tasks. Support them through on-the-job training, retraining, coaching, and recertifications. Assess technical and safety competencies and provide regular feedback with evaluations and examinations.
• Supervise daily activities of Customer Service personnel and manage service disruptions, emergencies and special events effectively and efficiently through established processes, crowd control, and communication. Coordinate response efforts with Emergency Service Agencies (ERA) and AirTrain Operations Center to ensure prompt resolution of any incident affecting safety and/or security of the customers and/or employees.

Qualifications

Education:

• High School Diploma or equivalent. Associate's or Bachelor's degree preferred.

Experience:

• Proven experience in fast-paced, high-volume, frontline customer service environments, with a focus on service metrics, escalation handling, service recovery, accuracy, conflict resolution, customer retention, and delivering high-quality or world-class customer experiences.
• 5 years of supervising employees and demonstrated abilities to train and enforce regulations and safety procedures.

Preferred Experience:

• Rail transportation, retail, hospitality, call center, healthcare administration, e-commerce, team lead/shift supervisor, complaint resolution or escalation specialist
• Preferred experience includes empathy-driven and compliant service, CRM systems, digital communication, troubleshooting, accuracy, trust-building, and regulatory awareness.

Physical Requirements:

• Must demonstrate physical agility to safely board and disembark trains from ground level (approximately 3–4 feet in height) and remain standing for extended periods as required by operational duties

Competencies & Skills

• Willingness to work variable hours and locations across the AirTrain system.
• A valid driver's license in accordance with NY State Motor Vehicle Laws
• Proficient with MS Office: Outlook, Word, Excel, PowerPoint

Leadership & Supervision

• Staff supervision and team motivation
• Training, coaching, and performance management
• Enforcing regulations and safety procedures
• Ability to communicate effectively both orally and in writing.
• Understanding of service metrics and KPIs
• Process improvement and workflow optimization
• Time management and multitasking in fast-paced environments
• Ability to deal courteously and effectively with others.