Customer Service Manager
Description
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 every day thank 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
Customer Service Manager
- Manages a team of Customer Service Representatives to efficiently schedule paratransit reservations and resolve customer service challenges for a multimode transit system
- Provides employees 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/organizational goals.
- Develops and monitors operations of the customer service center including policies and procedures, operating structure, and work flow.
- Ensures the volume of work produced meets company standards and ensures customer satisfaction.
- Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.
- Other duties as assigned.
Education, Licensing, and Certifications:
- Bachelor’s degree or equivalent experience required
Experience:
- Seven to ten years of relevant leadership experience in a customer service or call center environment.
Skills and Knowledge Required:
- Pleasant telephone voice/manner
- Strong written and oral communication skills
- Strong listening skills
- Ability to remain courteous with difficult or angry customers
- Strong computer knowledge/PC experience
- Ability to train, coach, and manage performance of staff
Travel requirement <5% of time for occasional meetings or training.
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.
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.