Customer Service Team Lead

GRTC Transit System•Richmond, VA

4d•Onsite

About The Position

GRTC is uniquely integrated with the community and presents a range of opportunities from launching innovative new service designs and building large capital projects to expanding throughout the region and continuing to grow ridership. Joining GRTC also means moving to a vibrant capital city with a nationally renowned arts and culture scene, delicious food, and enormous potential. Located just ten minutes from downtown, GRTC’s headquarters powers 30,000 transit trips a day, with more routes & regional connections in development as well as a second bus rapid transit line that will complement the Pulse, our ITDP Bronze Medal-winning flagship system that serves as the spine of our network. The Customer Service Team Lead is a senior-level Customer Service Representative who supports the daily execution of GRTC’s Customer Service operations. This position serves as a working lead and operational resource to the Customer Service team, providing real-time guidance, quality monitoring, escalated call handling, and schedule coordination support. The Team Lead assists the Customer Service Supervisor in maintaining service standards, monitoring performance, and ensuring adequate coverage across phone, digital, Radio Room, and Front Desk operations. This role models professional customer engagement, reinforces first-call resolution standards, and supports training and coaching efforts. The Team Lead performs full call center duties and provides operational coverage as needed. This position supports the Supervisor in tactical execution and daily workflow management.

Requirements

High school diploma required
Strong organizational and time management skills
Excellent oral and written communication skills required
Proficiency in Microsoft applications
Proficiency with cloud-based applications related to Customer Service
Must have strong communication skills.
Must have strong decision-making skills.
Must be able to work independently and collaboratively.
Must be able to talk on the phone.
Must be able to operate a computer.
Must be able to report to work in-person for all assigned hours.
Must be able to respond to customer complaints as required.
Must be able to respond to email/chat/website inquires.

Responsibilities

Perform full Customer Service Representative (CSR) duties, including phone, email, digital platforms, and in-person service.
Provide backup coverage for the Radio Room and Front Desk operations as required.
Serve as the acting point of contact during short-term Supervisor absences when assigned.
Assist with building and adjusting daily and weekly schedules to ensure adequate staffing coverage.
Monitor real-time call queues and assist with workload distribution during peak periods.
Handle escalated calls and complex customer concerns requiring advanced de-escalation and problem-solving skills.
Model strong first-call resolution techniques, including effective probing, active listening, and conflict resolution.
Assist with tracking and documenting complaint follow-up to ensure timely closure.
Conduct routine quality assurance call monitoring and provide constructive feedback to team members.
Identify recurring service trends or training gaps and communicate findings to the Supervisor.
Assist with compiling monthly performance data, including call volume, resolution metrics, and complaint tracking.
Recommend workflow or service delivery improvements based on operational observations.
Assist with onboarding new Customer Service Representatives.
Support refresher training sessions on service updates, system changes, de-escalation techniques, and customer communication standards.
Reinforce adherence to policies, procedures, and customer service benchmarks during daily operations.
Maintain proficiency in all systems and platforms associated with call center operations.
Demonstrate working knowledge of all GRTC Fixed Route services and Microtransit zones.
Support updates to digital communication platforms and social media as assigned.
Utilize Microsoft Office applications and customer management systems to generate reports and maintain records.