Customer Service Manager

Customer Service Manager

Transdev is looking for a Customer Service Manager 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!

• Competitive compensation package of minimum $74,500 – maximum $85,000
• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 12 days; 8 standard and 4 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability

• 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 the 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
• Must be able to work shifts or flexible work schedules as needed
• Subject to a DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not 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

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status.

• Applicants must 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

• Job Category:
  Customer Service
• Job Type: Full Time
• Req
• Pay Group: QQP
• Cost Center: 781