Customer Service Manager

About the role

Transdev in Tinley Park, IL is seeking a Customer Service Manager to oversee day-to-day operations of the Customer Service department, monitor agent activities, adjust staffing, and direct employees as needed to provide excellent customer service. The role requires ambitious, detail‑oriented, customer‑service‑focused, results‑driven leadership to help deliver reliable transportation.

Responsibilities

• Work with the department manager to ensure compliance with Transdev and Pace policies
• Monitor and guide the training of in‑service customer service representative team members
• Assist the department manager in generating and documenting employee performance evaluations
• Uphold quality in customer service by instilling Customer First behaviors: a sense of urgency and personal integrity to complete the job
• Communicate effectively with internal and external customers and clients via phone, email, or written correspondence to resolve concerns
• Prepare department reporting on call quality, booking accuracy, and timely response to complaints
• Perform other duties as assigned

Qualifications

• High school diploma or equivalent
• Minimum of three years of supervisory experience
• Skilled in customer service delivery, problem‑solving, and decision‑making
• Excellent communication and negotiation skills; ability to influence without authority
• Working knowledge of ADA law and ADA service requirements
• Available to work a flexible schedule which may include weekends
• Working knowledge of Trapeze scheduling software
• Exceptional customer service skills and professional customer‑focused telephone manners

Benefits

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 10 days (8 standard and 2 floating)
• 401(k) retirement plan
• Medical, dental and vision insurance
• Life insurance
• Short‑term disability
• Voluntary long‑term disability

Pay

Competitive compensation package: minimum $33.97/hour – maximum $41.51/hour

Schedule

Flexible schedule required; may include weekends.