Customer Service Supervisor
Description
Position: Customer Service Supervisor
Salary: $28.00 per hour, DOQ
Classification: Full-Time, Regular, Non-exempt
About Transdev: 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 around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ
Transdev is the contractor that oversees the East Bay Paratransit program (rides for people with disabilities). Our web site is www.eastbayparatransit.org and we’re located in downtown Oakland above the 19th St. BART station. In addition to competitive salary and a convenient location, Transdev offers an attractive benefits package, including health, dental, vision care, life insurance and a 401k plan.
The Position
Transdev is looking for a Customer Service Supervisor who is responsible for supervision of customer service representatives, training of new hires, identifying training opportunities, writing performance evaluations, and dealing with and resolving escalated situations. Chiefly, this position is responsible for ensuring the entirety of the customer service department is meeting all desired service levels.
Transdev is proud to offer:
- $28.00/hour to start
- Attractive benefits package, including 401(k) with company contribution, medical, dental and vision.
- Paid time off & vacation.
Responsibilities:
- Help the call center maintain a call center abandon rate of 5% or less
- Effective management of escalated issues/complaints
- Assist with customer service & reservation call queues as needed
- Ensure the quality of calls amongst all team members
- Effectively manage team productivity
- Meet or exceed monitored team call targets each quarter
- Ensure schedule adherence
- Maintain accurate employee records
- Timely completion of quarterly and annual performance reviews
- Follow company policies and procedures in a consistent manner
- Maintain acceptable attendance & punctuality records
- Special projects assigned by manager
- Other duties as assigned
Work Schedule:
This position must be available to work a set schedule, generally Sunday through Thursday, 8:00-5:00PM. Will work full time and must be available to work an eight-hour shift five days per week and be available to report to duty as needed, 365 days per year including holidays. Occasional overtime may be required.
Minimum Qualifications:
Possess a high school diploma or equivalent. Experience working with the elderly or persons with disabilities preferred. Possess the ability to work with customers and co-workers with diverse ethnic backgrounds and disabilities. Experience using a personal computer is a must. Have proficient English skills both verbally and in written form. Must be organized and focused.
Environment:
Majority of the work is performed on-site in a professional office setting that is well lighted, climate controlled, dust and smoke free. Some off-site work setting may be necessary dependent on need. Building and work areas are fully ADA accessible. This is an environmentally friendly office. The use of scented products or other fragrances, natural or synthetic, is not permitted.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions upon request.
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, or any other classification protected by federal, state, or local law.
Drug-free workplace
If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; able to pass a drug screen.
