Operations Supervisor / Customer Service Agent

<div class="isg-job-description“>Operations Supervisor / Customer Service Agent

Peter Pan Bus Lines is the industry leader in safe, reliable, and on-time transportation. We take PRIDE IN THE RIDE, providing passengers with the best travel experience possible. We value our customers and strive to exceed expectations with every trip.

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We are currently seeking an Operations Supervisor / Customer Service Agent who thrives in a fast-paced environment and is committed to excellent service. Candidates must be available to work flexible shifts, including nights, weekends, and holidays.

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Primary Responsibilities

1. Bus Dispatch & Scheduling:

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   1. Issue departure orders for buses according to schedule.

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   2. Coordinate daily driver bid schedules and ensure compliance with hours-of-service regulations.

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   3. Arrange extra buses and drivers in cases of heavy passenger volume or incidents.

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2. Driver Oversight:

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   1. Inspect and validate driver log books, medical cards, and licenses.

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   2. Ensure drivers meet appearance and physical condition standards before dispatch.

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3. Customer Service & Ticketing:

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   1. Provide travel schedule and fare information to customers.

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   2. Book travel, quote fares, and process transactions.

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   3. Handle customer inquiries, complaints, and incident reports professionally.

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   4. Perform Package Express functions and manage associated payments.

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4. Terminal Operations:

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   1. Maintain accurate daily clerical records, reports, and cash handling.

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   2. Monitor passenger counts and submit timely updates.

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   3. Support fellow employees and drivers with day-to-day terminal needs.

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   4. Ensure smooth terminal operations, including staffing and issue resolution.

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Key Competencies & Skills

1. Customer Service Excellence:

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   1. Ability to handle difficult or emotional customer situations.

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   2. Prompt, courteous response to customer needs with a smile—always a smile.

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2. Leadership & Staff Management:

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   1. Train and motivate staff; coordinate shift schedules.

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   2. Foster a positive, productive team environment.

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3. Operational Agility:

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   1. Quick problem-solving and decision-making during peak or unexpected circumstances.

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   2. Develop alternative solutions and respond well under pressure.

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4. Detail Orientation:

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   1. Accuracy in clerical work, fare calculations, and cash balancing.

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   2. Meticulous in ensuring driver compliance and appearance.

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5. Technical Skills:

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   1. Basic computer proficiency required.

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   2. Will train on our proprietary systems.

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Preferred Qualifications

1. Experience in the bus transportation industry is highly desired.

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2. Previous supervisory or team lead experience is preferred.

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3. Must be able to lift, push, or pull up to 50 pounds.

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Peter Pan Bus Lines is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.