1. Supervises daily customer service and reception operations for the Authority.
2. Supervises, trains, evaluates, coaches, and provides performance feedback to assigned customer service and reception staff.
3. Develops employee work schedules and monitors staffing levels to ensure adequate customer service and consistent front desk coverage.
4. Serves as a backup to the front desk, stepping in to answer phones, greet customers, or manage administrative tasks when receptionists are unavailable.
5. Resolves escalated customer complaints and inquiries in a professional and timely manner.
6. Investigates customer complaints and prepares appropriate documentation and follow-up reports.
7. Oversees daily office operations, including workflow coordination and staff support.
8. Reviews and approves employee attendance, payroll submissions, overtime, and leave requests.
9. Communicates updates to policies, procedures, routes, fares, and service changes to staff.
10. Assists customers and staff with questions regarding routes, schedules, fares, and customer service procedures.
11. Monitors and responds to customer communications received by phone, email, website, and social media platforms.
12. Prepares monthly customer service performance reports.
13. Participates in hiring, onboarding, and training new employees.
14. Maintains personnel records and related documentation.
15. Assists with ADA-related customer concerns and coordinates with operational departments as needed.
16. Ensures compliance with Authority policies and applicable federal, state, and local regulations.
17. Performs Customer Service Representative duties as needed.
18. Performs other related duties as assigned.

Applications and In-House Transfer Requests must be submitted to Danielle Raineri or go onto our website at www.centro.org and apply! All qualified applicants are encouraged to apply. CNYRTA reserves the right to select a candidate from within or outside the Company.

CNYRTA is an equal opportunity employer and drug free workplace.(Marijuana included)