Customer Service Manager

Customer Service Manager

Transdev is looking for a Customer Service Manager in Baltimore, MD to oversee the day-to-day operations of the Customer Service department, monitor agent activities, adjust staffing, and direct employees as necessary to provide excellent customer service. We seek ambitious leaders with a detail-oriented, Customer service-focused, results-driven work ethic to help us provide our customers with reliable transportation. We are looking for you if you have the drive, confidence, and determination to succeed!

• Competitivecompensationpackageofminimum $69,000–maximum $74,000

• Vacation:minimumoftwo(2) weeks

• Sickdays:5days

• Holidays:12days;8standardand4floating

• Otherstandardbenefits:401(k) retirement plan,medical,dentalandvision,life insurance,short-term disability, voluntary long-term disability.

Benefits
may
vary
depending
on
location
policy.
The
above
represents
the
standard
Corporate
Policy.

• Tremendous career advancement opportunities due to a strong presence across North America

• A comprehensive benefits package with paid holidays & vacation, medical, vision, and dental coverage, and a 401(k) savings plan

• A great work environment

• Working with the department manager to ensure compliance to company and Metro policy and that various task deadlines are met

• Monitoring, guiding, training, and retraining customer service representative team members.

• Assisting department manager in generating and documenting employee performance evaluation

• Upholding quality in customer service throughout team by instilling behaviors for Customer First: A sense of urgency and personal integrity to complete job

• Effectively communicating with internal and external customers and clients as needed via phone, email, or written correspondence with concern resolutions.

• CS reporting for the department on call quality, booking accuracy, and 10-day contractual response on complaints that maintain scores of 90%

• Overseeing Site Evaluation Team

• A high school diploma or equivalent

• Must be skilled in customer service delivery, problem-solving, and decision-making.

• Excellent communication and negotiation skills, ability to influence without authority.

• Must have a working knowledge of ADA law and ADA service requirements.

• To be dependable, proficient in time management, meeting deadlines, and multi-tasking.

• To be able to work a flexible schedule which may include weekends

• To have a working knowledge of the Trapeze scheduling software

• A minimum of three years of Supervisory experience

• Exceptional customer service skills and professional Customer-focused telephone manners

• Mustbeabletoworkshiftsorflexibleworkschedulesasneeded.

• SubjecttoaDOTdrugtestingandphysicalifapplicable.
  
  DOT Regulation
  49
  
  CFRPart
  40doesnot authorize the use of Schedule I drugs, including cannabis, for any reason.

• Must be able to work shifts or flexible work schedules as needed.

• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.

• Work environment will be a combination of both indoors and outdoors.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact

Transdev maintains a drug-free workplace. Applicants must:

• Successfullypassapre-employmentdrugscreen.

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev

U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from…