Customer Service Manager - Remote - West Region

National Express•Warrenville, IL

2d•Remote

About The Position

Summit School Services companies share a strong commitment to provide the highest level of transportation safety, quality transportation, outstanding customer service and positive employee relations. Our corporate headquarters, located in Warrenville, Illinois, houses the administrative and corporate support functions for the organization. Our 250+ local customer service centers (CSCs) are supported by regional operations teams located throughout North America. Customer Service Manager will provide leadership, management and oversight responsibility for the Customer Service team, and to ensure the highest level of customer service possible. In this role, you will provide day-to-day direction - planning, coaching, training, coordinating and developing execution strategies for all activities of the Customer Service team. Central to these responsibilities is the ability to create an environment where positive motivation can flourish and a commitment to continuous learning and improvement can take root. This position is closely tied to Operations and functions as overall Operations support. The principle core competencies required for success in this position include: a customer focus; the ability to analyze and solve problems; leadership and personnel management skills; and an effective understanding and use of technology.

Requirements

In-depth knowledge of customer service principles and practices
Organizational skills for planning, decision-making and executing with excellence
Skilled in developing standards and process improvement
Excellent verbal/written competencies and overall communication effectiveness
Strong interpersonal skills with the ability to lead and work within a team structure
Ability to learn and build upon industry specific information for future professional growth
Excellent computer skills, with an in-depth knowledge of Microsoft, Word, Excel, and PowerPoint, and CRM systems proficiency a plus.

Nice To Haves

Transportation Industry experience a plus
Relevant BS/BA degree preferred

Responsibilities

Partner effectively with Senior Leadership and all NELLC functional teams to provide increasingly positive customer relationships
Conduct ongoing customer needs analysis, and research of customer requirements
Define and communicate customer service standards
Develop and implement customer service policies and procedures
Oversee the achievement and maintenance of agreed customer service levels and standards
Direct the daily operations of the customer service team
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Ensure the necessary resources and tools are available for quality customer service delivery
Review customer complaints
Regularly contact customers to ensure customer satisfaction and timely resolution of any issues
Track customer complaint resolution
Assist in customer problem escalation, providing critical overview perspective
Monitor accuracy of reporting and data base information
Analyze relevant data to determine customer service outputs, trends etc.
Identify and implement strategies to improve quality of service, productivity and profitability
Liaise with company management to support and implement growth strategies
Coordinate and manage customer service projects and initiatives
Ensure budget requirements are met
Evaluate and performance manage staff
Identify and address staff training and coaching needs
Exhibits the highest ethical best practices and personal integrity; Shares concerns about suspicious or inappropriate behavior with their supervisor or manager
25% Travel required
Other duties as assigned