Lead Customer Service Representative

Transdev•Omaha, NE

2d•$16 - $18•Remote

About The Position

Lead Customer Service Representative Transdev is hiring a Lead Customer Service Representative. The Lead Customer Service Representative assists passengers with situations including, but not limited to, directions, information and mobility devices. We are seeking customer service-oriented professionals who are dedicated to safety. This is fully remote position. Transdev is proud to offer: Competitive starting pay of $16.00 - $18.00 per hour Benefits include: Vacation: minimum of two (2) weeks Sick days: 5 days Holidays: 7 days 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 location policy. The above represents the standard Corporate Policy. Application Deadline: November 21, 2025

Requirements

Possess valid authorization to work in the United States required
High school Diploma or General Education Degree (GED) required
Ability to read and comprehend instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information one-on-one and small group situations to customers, clients, and other employees of the organization.
This is a remote position. Must have internet and a quiet place to work.
Must provide own working equipment (i.e. laptop, computer, etc.)
Experience with word processing, spreadsheets, Internet software, e-mail, and/or database software preferred.
Basic computer skills are required.
Must be able to read a map and possess knowledge of the service area.
Must be able to work flexible hours.
Must be hospitable, guest/customer service oriented, and be willing to serve the needs of passengers.
Must be able to work shifts or flexible work schedules as needed.
The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
Work environment will be a combination of both indoors and outdoors.

Nice To Haves

Working Knowledge of Ecolane software preferred
Knowledge of GPS and GIS systems
Bilingual communication skills are a plus.

Responsibilities

Ensures a high-level of customer service and promotes a positive work environment.
Provides direct supervision, mentoring, leadership and guidance to Customer Service Reps.
Meets or exceeds established performance requirements i.e. talk time & number of calls answered
Ensures resources are aligned to complete projects on time and accurately
Assists with training of CSRs
Engages and motivates staff and promotes a positive work environment
Assists Call Center Manager with special projects
Documents coaching and feedback
Accurately enters data into software system.
Consistently documents notes and pertinent information
Maintains professionalism and operates in accordance with business standards and code of conduct.
Handles escalated calls and customer issues with a superior level of customer service
Demonstrates ability to prioritize and manage time to meet various deadlines
Knowledgeable of Transdev policies and procedures.
Disseminates accurate information to callers and consistently follows policies and procedures as outlined in the Operations and Procedure Manual.
Remains informed by reviewing policy and procedure on a continuous basis.
Adheres to work schedule in order to handle the call volume and meet contractual requirements.
Remains logged in and in a ready state to handle calls.
Reports to work on time and is ready to answer calls at scheduled time.
Remain flexible with break and lunch schedule.
Ensures timely responses to emails and requests from management
Monitors CSR calls and provides documented coaching
Observes the floor by walking around to assist and actively listening
Ensures CSRs have accurate and up to date information and consistently updates training manual and ensure CSRs have the most current version
Assist with special projects, reports and other duties as assigned