Customer Service Manager

Customer Service Manager

Transdev in Riverside, CA is hiring a Customer Service Manager. The Customer Service Manager is responsible for the day-to-day operations of a team of Customer Service Representatives and Schedulers that handle customer service inquiries, schedule paratransit service via phone and online. Reviews, investigates, tracks complaints, and facilitates resolution utilizing provided software. Will also assist passengers with situations including, but not limited to, directions, information, and mobility devices.

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

Competitive compensation package of minimum $71,000 – Maximum $88,000.

• Vacation: minimum of two (2) weeks

• Sick days: 5 days

• Holidays: 12 days; 8 standard and 4 floating

• Other standard benefits include a 401(k) retirement plan, medical, dental, and vision insurance, life insurance, short-term disability, and voluntary long-term disability.

• Working with the department manager to ensure compliance with company and client policy.

• Provides employees with timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth.

• Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations and organizational goals.

• Develops and monitors operations of the Call Center including policies and procedures, operating structure, and workflow. Trains and retrains team members of customer service representatives.

• Upholds quality in customer service throughout the team by instilling behaviors for Customer First: a sense of urgency and personal integrity to complete the job.

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

• Customer Service reporting for the department on call quality, booking accuracy, and providing solutions to problems.

• A high school diploma or equivalent.

• Skilled in customer service delivery, problem-solving, and decision-making.

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

• Knowledge of ADA law and ADA service requirements.

• Dependable, proficient in time management, meeting deadlines, and multi-tasking.

• Ability to work a flexible schedule which may include weekends.

• Ability to learn scheduling software.

• Minimum of five years of supervisory experience.

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

• Experience managing within a Union environment.

• Strong written and oral communication skills.

• Strong computer knowledge/PC experience.

• Ability to train, coach, and manage the performance of staff.

• 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.

Transdev maintains a drug-free workplace. Applicants must be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.) and successfully pass a pre-employment drug screen.

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.