AECOM Customer Service Center Supervisor in Charlotte, North Carolina

United States of America - North Carolina, Charlotte

Job Summary

AECOM is seeking a Customer Service Center Supervisor to be based in our Charlotte/Monroe, North Carolina location.

Position Description and Typical Responsibilities:

The Customer Service Center Supervisor reports directly to the Storefront Manager – Charlotte Area. This position is responsible for managing the day-to-day Storefront activities as well as customer service staff for the Storefronts in Charlotte. Each Storefront Supervisor has broad responsibilities in multiple functional areas related to the operation of the Storefront including customer service staff scheduling, addressing escalated issues and managing transponder inventory and other customer materials. This position also ensures the proper execution of tasks performed in the Storefronts in Charlotte, by assigning and monitoring task completion, tracking goals, and providing feedback to the customer service staff.

  • Schedules and supervises Storefront (Customer Service Center) Customer Service Representatives in Charlotte.

  • Conducts and oversees resource planning and evaluates staffing on an ongoing basis to maintain desired customer service levels.

  • Maintains a consistent, high quality, customer-focused orientation when conducting business and providing services and products to clients, the general public and other external customers.

  • Assists as needed with marketing, outreach programs and special events in the Charlotte area, representing the toll roads, the client, and NC Quick Pass.

  • Monitors and evaluates employee performance providing feedback, coaching and on-the-job training as required and directs corrective actions as needed.

  • Monitors staff for compliance to established quality measures, policies, and SOPs and directs corrective actions as needed.

  • Properly utilizes observations and data findings to make informed decisions.

  • Ensures training needs are identified and met to enhance skills of staff.

  • Assists with local Lean Six Sigma projects by providing insight into processes that are hindering customer service delivery, and assistance with data gathering and analysis.

  • Develops and successfully implements initiatives, process improvements and operational changes needed to improve the effectiveness and efficiency of the Customer Service Center and to support superior employee performance.

  • Conducts regular staff meetings to inform staff about operational and other changes.

  • Ensures Storefront staff have sufficient knowledge and operational understanding of electronic toll operations and that they are aware of trends and data relevant to tolling.

  • Understands Storefront key metrics and generates reports on KPIs to Storefront Manager – Charlotte as necessary. Identifies the signs that may indicate possible performance opportunities and suggest methods to improve area operations, efficiency, and service to both internal and external customers.

  • Takes appropriate action in conjunction with quality assurance staff to ensure high quality service and customer satisfaction.

  • Responds to critical issues that have been escalated to the managerial level for resolution. Interacts with customers, vendors, and departmental staff to resolve complex issues requiring considerable coordination of services and staff.

  • Maintains cash fund at Storefront and prepares daily deposits.

  • Manages the inventory of transponders and other materials ensuing that an adequate supply is onsite.

  • Participates in the hiring process and effective employee relations functions for the Storefronts.

  • Monitors and log employee performance problems according to company policy. Escalate performance issues to the Storefront Manager for corrective action as required.

  • Participates in the Employee Performance Appraisal Process.

  • Supports the Quality and Training Department by performing quality reviews for assigned activities and reports results.

  • Prepares weekly and monthly status reports.

  • Performs various other tasks as assigned or warranted.

Minimum Requirements


  • High school diploma or GED Certificate


  • This is an intermediate level position with 4 years of years related supervisory experience in customer service and/or retail industry and two years of experience supervising subordinate staff in a retail storefront environment, which includes managing staff in the utilization of computer software applications to process orders, invoices, project oversight, and resolution of escalated customer issues.

  • Lean Six Sigma training preferred. If none existing, LSS White Belt training/certification required within three months of starting the position.

  • Demonstrated ability to:

  • Plan, organize, assign and evaluate the work of staff and train staff in work procedures.

  • Support quality program implementation and oversight.

  • Apply, explain, and ensure compliance with federal, state, and local policies, procedures, laws, and regulations.

  • Evaluate and develop improvements in operations, policies, or procedures.

  • Prepare clear and concise reports, correspondence, policies, procedures, and other written materials.

  • Organize, prioritize, and direct multiple tasks in an effective and timely manner and organize own work, set priorities, and meet critical deadlines.

  • Operate modern office equipment including computer equipment and specialized software applications including the Microsoft Office suite (Excel, PowerPoint, Word, and Outlook.).

  • Use effective communication skills in person, over the telephone, and in writing.

  • Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.

  • Establish, maintain, and foster positive and effective working relationships with staff and those contacted during work.

  • Demonstrated productivity in a team environment, focusing on customer satisfaction.

  • Highly developed sense of integrity and commitment to operational excellence.

  • Must possess strong computer skill-sets. Emphasis on MS-Office products such as Excel, Access, PowerPoint, and Word.

Preferred Qualifications

Preferred Qualifications:

  • Previous Toll Industry experience

  • Associate's degree

Additional Information:

  • Qualified applicants who are offered a position must pass a pre-employment substance abuse test.

  • This position does not include sponsorship for United States work authorization.

  • Relocation benefits are not available for this position.

  • IN


What We Offer

AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow. AECOM is an Equal Opportunity Employer.

At AECOM, employee's safety and security are our top Safeguarding core value. All employees are expected to set the highest level of safety expectation in their work, display the highest level of safe behavior, and actively participate in AECOM's Safety For Life Program. SH&E is a part of our company culture and participation is required for all employees.

NOTICE TO THIRD PARTY AGENCIES: Please note that AECOM does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, AECOM will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, AECOM explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of AECOM.

Job Category Transportation Operations Management / Traffic Monitoring

Business Line Construction Services

Business Group Construction Services Group (CS)

Country United States of America

Position Status Full-Time

Requisition/Vacancy No. 198651BR

Clearance Required No

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.