Customer Service Manager

Customer Service Manager

Transdev North America – Burnsville (Bloomington), MN

This position oversees the day‑to‑day operations of the Customer Service department, monitoring agent activities, adjusting staffing, and directing employees as necessary to provide excellent customer service. We seek ambitious leaders with a detail‑oriented, customer‑service‑focused, results‑driven work ethic.

• Minimum $74,214.40 – maximum $77,788.80

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 12 days (8 standard and 4 floating)
• 401(k) retirement plan
• Medical, dental, and vision coverage
• Life insurance
• Short‑term and long‑term disability

• Ensure compliance with company policy and meet task deadlines.
• Assess monthly Liquidated Damage claims.
• Provide training and coaching for the customer service team.
• Identify and track trending service data for planning.
• Communicate with internal and external customers via phone, email, or written correspondence.
• Generate CS reporting to meet a 5‑day contractual response on complaints, maintaining scores of 95%.
• Review and research client and customer feedback.
• Assure quality of operations, including leading CSR staff, training, monitoring, and coaching.
• Develop, implement, and manage processes for quality assurance.
• Resolve escalated customer‑related concerns and document outcomes.
• Develop and revise customer service manuals and procedures.
• Act as the primary point of contact for the No Shows policy.
• Document issues professionally and actively.
• Resolve customer inquiries related to transportation and communicate resolutions.
• Review daily paperwork for accuracy.
• Perform other duties as required.

• High school education, GED, or equivalent.
• Minimum of two (2) years of call center supervisor experience, preferably in the transportation industry.
• Excellent written and oral communication skills.
• Computer‑literate with the ability to learn new software.
• Must be able to work shifts or flexible schedules as needed.
• Subject to DOT drug testing and physical (if applicable), in compliance with 49 CFR Part 40.

• Must be able to work shifts or flexible schedules as needed.
• Employee will work long periods sitting, typing, or focusing on a computer screen.
• Work environment includes both indoors and outdoors.

• Applicants must be eligible to work in the United States without requiring sponsorship now or in the future.
• Applicants must successfully pass a pre‑employment drug screen.

Transdev operates transportation systems, maintains vehicle fleets, and delivers mobility solutions for cities, counties, airports, and companies across the U.S. With over 32,000 employees in 400 locations worldwide, we provide safe, reliable, and innovative solutions that serve the common good. Find out more at

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 protected status.

• Job Category:
  Customer Service
• Job Type: Full Time
• Seniority Level: Mid‑Senior level
• Employment Type:
  
  Full‑time
• Industry: Truck Transportation
• Req
• Pay Group: VDD