Customer Service Manager

Transdev • St. Paul, MN

44d • $74,214 - $77,789

About The Position

Customer Service Manager NOTE: The following position is for a proposed new/future business within Transdev. Only candidates meeting the work experience requirements will be considered. Transdev in St. Paul, MN, for a C ustomer Service Manager . This position oversees the day-to-day operations of the Customer Service department, monitoring agent activities, adjusting staffing, and directing employees as necessary to provide excellent customer service. We seek ambitious leaders with a detail-oriented, Customer service-focused, results-driven work ethic to help us provide our customers with reliable transportation. If you have the drive, confidence, and determination to succeed. Transdev is proud to offer: Competitive compensation package of minimum $74,214.40– Maximum $77,788.80 Benefits include: 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. Benefits may vary depending on the location policy. The above represents the standard Corporate Policy.

Requirements

• High school education, GED, or equivalent
• Minimum of 2 years of call center supervisor experience, preferably in the transportation industry
• Excellent written and oral communication skills
• Computer-literate with the capacity to learn new software
• Must be able to work shifts or flexible work schedules as needed.
• Subject to a DOT drug testing and physical if applicable.
• DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.
• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
• Successfully pass a pre-employment drug screen.

Responsibilities

• Work to ensure compliance with company policy and that various task deadlines are met.
• Effectively assess monthly Liquidated Damage claims.
• Provide training and coaching for the customer service team to foster an effective performance output.
• Identify and track trending service data for progressive planning.
• Effectively communicating with internal and external customers and clients as needed via phone, email, or written correspondence with concern resolutions.
• CS reporting for the department for a 5-day contractual response on complaints that maintain scores of 95%.
• Review and research client and customer feedback.
• Assure quality of operations, including leading CSR staff, training, monitoring, and observing customer phone calls, and coaching to resolve customer service issues and compliance with policies and procedures.
• Develops, implements, and manages processes to ensure quality assurance protocols are achieved.
• Resolve escalated customer-related concerns & document.
• Develop and revise customer service manuals and procedures.
• Primary point of contact for maintaining the No Shows policy.
• Professionally and actively documents issues.
• Resolves customer inquiries relating to transportation; communicates resolution to customers.
• Review daily paperwork to verify accuracy.
• Other duties as required.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees