Customer Service/Reservations Manager
Description
About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their fleets, and deliver on mobility solutions. In the U.S., Transdev employs a team of 32,000 across 400 locations and maintains more than 17,000 vehicles.
Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 101,000 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
We are Now Hiring a Customer Service/ Reservationist Manager in Portland, OR!
Transdev is proud to offer:
- Competitive salary of $75,000 - 82,000 a year based on experience.
- Attractive benefits package, including 401(k) with company contribution, medical, dental and vision
- Paid time off & vacation
Overview
This position is responsible for all day-to-day functions of the Customer Service and Reservation Departments. Collects and analyzes performance data and prepares productivity, customer, and client driven reports. Frequently interacts with the client. Evaluates customer service, ridership, and operational data to ensure the highest possible level of service and efficiency. This includes providing reports on customer service trending, analyzing, and reporting, and monitors contract compliance. This position directly interacts with customers and clients in support of the Tri-Met LIFT operation. This position also directly interacts and supports the Dispatching and Operational Departments to ensure that all service elements are working effectively with a focus on continuous service improvement.
Responsibilities
- Coordinates the daily activities of Reservations and Customer Service personnel.
- Coordinates resource availability including Call Center staffing, Operators, and vehicles.
- Makes hiring decisions for authorized roles; evaluates the work performance of staff; ensures the timely and efficient completion of all assigned tasks.
- Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth.
- Reviews, changes, and improves processes in line with changing customer expectations and organizational goals.
- Utilizes computer aided scheduling software, GPS, phone recordings and on-board video to investigate and validate customer comments.
- Answers customer calls and inputs all customer rides using a computerized scheduling system; enters new customer information or changes into the system.
- Develops and revises Reservationist manuals and procedures.
- Coaches/Trains Reservations staff.
- Assists in accident/incident investigation and critical incident, including any needed on-site assistance and support.
- Coordinates with all other LIFT service departments to ensure all service goals and directives are attained.
- Maintains confidentiality of all information. Collects and analyzes ridership data and produces weekly reports internally and for client. Also provides ridership trending analysis and other trends within the Reservation and Customer Service Departments.
- Collects, analyzes and provides reports on customer comments, employee commendations, and all complaints. This includes providing trending analysis for action plans and solutions, reporting and responding to customers and client, using various other data and reports to investigate nature, cause, and validity of complaints.
- Tracking dispatching, scheduling and timekeeping inconsistencies daily, providing and enforcing corrective measures to ensure accuracy and compliance with LIFT functions, providing training and accountability mechanisms to ensure long-term solutions.
- Ability to understand and define services and bus routing in order to successfully investigate, report and respond to customer service and operational inquiries and complaints.
- Other duties as assigned.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE: High school Diploma or GED required. College Degree highly desired. 3+ years of relevant customer service/call center experience, supervisory experience, and human resources experience desired. Transportation experience highly desirable.
LANGUAGE and COMMUNICATION SKILLS: Ability to read and comprehend instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information one-on-one and small group situations to customers, clients, and other employees of the organization. English required, bilingual a plus. Exceptional communication and people solving skills. Ability to effectively interact with a diverse employees’ including functional client groups.
ANALYTICAL and GENERAL SKILLS: Excellent analytical and problem-solving skills. Ability to conceive new approaches, streamline processes, and create customer interactions. Strong time management, organizational and project skills, and ability to work in a multi-tasking environment.
COMPUTER SKILLS: Ability to use and is proficient in Microsoft Suite, including a high level of proficiency in Excel. Dispatching and timekeeping software skills required.
REASONING ABILITY: Able to apply common sense understanding to carry out detailed written or oral instructions, Ability to deal with problems involving several variables in standardized situations.
PHYSICAL DEMANDS: The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Must be able to work in high volume work environment near and around others talking in person or on the phone.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment is indoors in a typical office setting. The noise level in the work environment is usually moderate.
For more information, please visit our website at www.transdevna.com/careers
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 accommodations 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.
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 accommodations 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; be able to pass a drug screen and background check.
California applicants: Please review here: https://transdevna.com/california-employee-privacy-policy for CA Employee Privacy Policy.
If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.
California applicants: Please review here: https://transdevna.com/california-employee-privacy-policy for CA Employee Privacy Policy.