Customer Service Manager

About the role

The incumbent Customer Service Manager oversees the day-to-day operations of the Customer Service department, monitors agent activities, adjusts staffing, and directs employees as necessary to provide excellent customer service. Transdev offers competitive compensation and a comprehensive benefits package including vacation, sick days, holidays, and other standard benefits.

Responsibilities

• Work with the department manager to ensure compliance to company and Metro policy and meet various task deadlines.
• Monitor, guide, train, and retrain customer service representative team members.
• Aid the department manager in generating and documenting employee performance evaluations.
• Uphold quality in customer service throughout the team by instilling behaviors for Customer First: a sense of urgency and personal integrity to complete jobs.
• Communicate effectively with internal and external customers and clients via phone, email, or written correspondence, addressing concerns and resolving issues.
• Report on call quality, booking accuracy, and 10-day contractual responses on complaints to maintain scores of 90%.
• Oversee Site Evaluation Team.

Requirements

• 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.
• A working knowledge of ADA law and ADA service requirements.
• Dependable, proficient in time management, meeting deadlines, and multi-tasking.
• Able to work a flexible schedule which may include weekends.
• A working knowledge of the Trapeze scheduling software.
• Minimum of three years of supervisory experience.
• Exceptional customer service skills and professional customer-focused telephone manners.
• Able to work shifts or flexible work schedules as needed.

Qualifications

• Ability to work a flexible schedule which may include weekends.
• Subject to a DOT drug testing and physical if applicable.

Skills

• Customer service focused.
• Results-driven work ethic.
• Drive, confidence, and determination.

Benefits

• Vacation: minimum of two (2) weeks.
• Sick days: 5 days.
• Holidays: 12 days; 8 standard and 4 floating.
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Pay

Competitive compensation package of minimum $74,500 – maximum $85,000.

Schedule

Flexible schedule which may include weekends.

Physical Requirements

• Long periods spent sitting, typing, or looking at a computer screen.
• Combination of both indoor and outdoor work environment.

Equal Opportunity Employer

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.

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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 thanks to safe, reliable, and innovative solutions that serve the common good.