Customer Service Manager

Transdev in Baltimore, MD, is searching for a Customer Service Manager in support of our MDOT MTA Paratransit contract. The Customer Service Manager will manage the PASSCOM Feedback investigative and response process for the location and will act as the central point of contact for customer service needs across the location. We seek an ambitious leader with a detail-oriented, customer service-focused, results-driven work ethic to help us provide our customers with reliable transportation.

We are seeking customer service-oriented professionals who are dedicated to safety.

• Competitive compensation package of minimum $69,000– Maximum $86,000
• Benefits include:
• 2 weeks Paid Time Off
• Holidays: 8 Paid Holidays
• Other standard benefits: medical, dental and vision, life insurance, 401(k) retirement plan, short-term disability, voluntary long-term disability.

• Work to ensure compliance with company policy and that various task deadlines are met.
• Ability to effectively communicate with all levels of management including both internal and external partners.
• Develop effective customer service procedures
• Maintenance of accurate records and documents
• Attendance at all CACAT meetings and other public meetings as required by MDOT MTA.
• Oversight of all customer service-related inquiries.
• Tracking complaint trends and identifying repeat offenders
• Provide training and coaching for the customer service team to foster an effective performance output.
• Identify and track trending service data for progressive planning.
• Effectively communicating with internal and external customers and clients as needed via phone, email, or written correspondence with concern resolutions.
• Review and research client and customer feedback.
• Assure quality of operations, including leading CSR staff, training, monitoring, and observing customer phone calls, and coaching to resolve customer service issues and compliance with policies and procedures.
• Develops, implements, and manages processes to ensure quality assurance protocols are achieved.
• Resolve escalated customer-related concerns & document.
• Resolves customer inquiries relating to transportation; communicates resolution to customers.
• Other duties as required.

• Possess a bachelor’s degree or equivalent combination of education, training, and experience.
• A minimum of five years of customer service management experience in a paratransit service organization or call center environment.
• Effective oral and written communication skills, excellent interpersonal skills, and be able to effectively communicate with all levels of management including both internal and external partners.
• Must be able to work shifts or flexible work schedules as needed.
• Computer-literate with the capacity to learn new software

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

Transdev maintains a drug-free workplace.

• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
• Successfully pass a pre-employment drug screen.

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…