Customer Service Manager
Transdev in Roseville, MNis hiring aCustomer Service Manager.The Customer Service Manager is responsible for the day-to-day operations of a team of Customer Service Representatives and Schedulers that handle customer service inquiries, schedule paratransit service via phone and online. Reviews, investigates, tracks complaints, and facilitates resolution utilizing provided software. Will also assist 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.
Transdev is proud to offer:
Competitive compensation package of minimum $68,000 - Maximum $77,000
Benefits include:
Vacation: minimum of two (2) weeks
Sick days: 5 days
Holidays: 12 days; 8 standard and 4 floating
Other standard benefits include a 401(k) retirement plan, medical, dental, and vision insurance, life insurance, short-term disability, and voluntary long-term disability.
Benefits may vary depending on location policy. The above represents the standard Corporate Policy.
Key Responsibilities:
Working with the department manager to ensure compliance to company and client policy.
Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth.
Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
Develops and monitors operations of the Call Center including policies and procedures, operating structure, and workflow. training, and retraining customer service representative team members.
Upholding quality in customer service throughout the team by instilling behaviors for Customer First: A sense of urgency and personal integrity to complete the job
Effectively communicating with internal and external customers and clients as needed via phone, email, or written correspondence with concern resolutions.
Customer Service reporting for the department on call quality, booking accuracy, and providing solutions to problems.
Qualifications:
A high school diploma or equivalent
Must be skilled in customer service delivery, problem-solving, and decision-making.
Excellent communication and negotiation skills, ability to influence without authority.
Must have a working knowledge of ADA law and ADA service requirements.
To be dependable, and proficient in time management, meeting deadlines, and multi-tasking.
To be able to work a flexible schedule which may include weekends
To be able to learn scheduling software
A minimum of five years of Supervisory experience
Exceptional customer service skills and professional Customer-focused telephone manners
Manage within a Union environment.
Strong written and oral communication skills
Strong computer knowledge/PC experience
Ability to train, coach, and manage the performance of staff
Physical Requirements:
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.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contactus.HR.TalentAcquisition@transdev.com
Drug-free workplace:
Transdev maintains a drug-free workplace. Applicants must:
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.
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. Find out more atwww.TransdevNA.comor watch an overview video athttps://youtu.be/ilO5cv0G4mQ
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
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.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
California applicants:PleaseClick Herefor CA Employee Privacy Policy.
Job Category: Call Center / Dispatch / Reservationist / Scheduler
Job Type: Full Time
Req ID: 5951
Pay Group: UC6
Cost Center: 55872
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
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, or any other classification protected by federal, state, or local law.
Drug-free workplace
If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.
California applicants: Please Click Here for CA Employee Privacy Policy.
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 thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.
