Customer Service Manager

Transdev; Baltimore (MD); On-site; USD 69,000 - 74,000; Full time

Benefits offered by this job

Vacation: 2 weeks minimum

Sick days: 5 days

Holidays: 12 days; 8 standard and 4/15

401(k) retirement plan

Medical, dental and vision

Life insurance

Short-term disability

Voluntary long-term disability

Job summary

Transdev in Baltimore, MD 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 to provide excellent customer service.

We are looking for ambitious leaders with a detail-oriented, customer-service-focused, results-driven work ethic to help us deliver reliable transportation for our customers. The role emphasizes regulatory compliance, staff development, and exceptional service.

Qualifications

• High school diploma or equivalent.
• Skilled in customer service delivery, problem-solving, and decision-making.
• Excellent communication and negotiation skills.
• Knowledge of ADA service requirements.
• Able to work flexible schedules, including weekends.
• Minimum three years of supervisory experience.
• Subject to DOT drug testing/physical if applicable.

Responsibilities

• Working with the department manager to ensure compliance to company and Metro policy and that deadlines are met.
• Monitoring, guiding, training, and retraining customer service representative team members.
• Assisting department manager in generating and documenting employee performance evaluation.
• Upholding quality in customer service by instilling a Customer First mindset: urgency and integrity.
• Effectively communicating with internal and external customers via phone, email, or written correspondence.
• CS reporting for the department on call quality, booking accuracy, and 10-day contractual response on complaints that maintain scores of 90%.
• Overseeing Site Evaluation Team

Skills

Customer service delivery

Problem-solving

Decision-making

Excellent communication

Negotiation skills

Time management

Multi-tasking

Flexible scheduling

Education

High School Diploma or equivalent

Tools

Trapeze scheduling software

Job description

Customer Service Manager

Transdev is looking for a Customer Service Manager in Baltimore, MD to oversee the day-to-day operations of the Customer Service department, monitor agent activities, adjust staffing, and direct 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. We are looking for you if you have the drive, confidence, and determination to succeed!

Transdev is proud to offer:

• Competitivecompensationpackageofminimum$69,000–maximum$74,000

Benefits include:

• Vacation:minimumoftwo(2)weeks

• Sickdays:5days

• Holidays:12days;8standardand4floating

• Otherstandardbenefits:401(k)retirementplan,medical,dentalandvision,lifeinsurance,short-term disability, voluntary long-term disability.

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

Our Customer Service Manager enjoys:

• Tremendous career advancement opportunities due to a strong presence across North America

• A comprehensive benefits package with paid holidays & vacation, medical, vision, and dental coverage, and a 401(k) savings plan

• A great work environment

Our Customer Service Manager is responsible for:

• Working with the department manager to ensure compliance to company and Metro policy and that various task deadlines are met

• Monitoring, guiding, training, and retraining customer service representative team members.

• Assisting department manager in generating and documenting employee performance evaluation

• Upholding quality in customer service throughout team by instilling behaviors for Customer First: A sense of urgency and personal integrity to complete job

• 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 on call quality, booking accuracy, and 10-day contractual response on complaints that maintain scores of 90%

• Overseeing Site Evaluation Team

To qualify as a Customer Service Manager, you’ll need:

• 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, proficient in time management, meeting deadlines, and multi-tasking.

• To be able to work a flexible schedule which may include weekends

• To have a working knowledge of the Trapeze scheduling software

• A minimum of three years of Supervisory experience

• Exceptional customer service skills and professional Customer-focused telephone manners

• Mustbeabletoworkshiftsorflexibleworkschedulesasneeded.

• SubjecttoaDOTdrugtestingandphysicalifapplicable.DOTRegulation49CFRPart40doesnot authorize the use of Schedule I drugs, including cannabis, for any reason.

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.

• Work environment will be a combination of both indoors and outdoors.

Reasonable accommodation 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 contact [e-mail]

Drug-free workplace:

Transdev maintains a drug-free workplace. Applicants must:

• Successfullypassapre-employmentdrugscreen.

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 www.TransdevNA.com or watch an overview video at https://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: Please Click Here for CA Employee Privacy Policy.

Job Category: Management

Job Type: Full Time

Req ID: 8816

Pay Group: 1BU

Cost Center: 55439

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.