Customer Service Manager

Transdev North America; Baltimore (MD); On-site; USD 69,000 - 86,000; Full time

Benefits offered by this job

Paid Time Off (2 weeks)

8 Holidays

Medical benefits

Dental and Vision

Life insurance

401(k) retirement plan

Short-term disability

Voluntary long-term disability

Job summary

Transdev North America in Baltimore, MD, is seeking a Customer Service Manager to support the MDOT MTA Paratransit contract. The role will oversee the PASSCOM Feedback investigative and response process and serve as the central point of contact for customer service across the location.

We seek an ambitious leader with a detail-oriented, customer-service-focused, results-driven ethos to ensure safe, reliable transportation for our customers and to coach the CSR team toward high performance.

Qualifications

• Bachelor’s degree or equivalent combination of education, training, and experience.
• Minimum of five years of customer service management experience in a paratransit service organization or call center environment.
• Effective oral and written communication skills, excellent interpersonal skills, and ability to communicate with all levels of management including internal and external partners.
• Must be able to work shifts or flexible work schedules as needed.
• Computer-literate with the capacity to learn new software.

Responsibilities

• Work to ensure compliance with company policy and that deadlines are met.
• Communicate effectively with all levels of management including internal and external partners.
• Develop effective customer service procedures.
• Maintain accurate records and documents.
• Attend CACAT meetings and other MDOT MTA meetings as required.
• Oversee all customer service-related inquiries.
• Track complaint trends and identify repeat offenders.
• Provide training and coaching for the customer service team to foster performance.
• Identify and track trending service data for progressive planning.
• Communicate resolutions to customers via phone, email, or written correspondence.
• Assure quality of operations, including leading CSR staff, training, monitoring, and coaching to resolve issues.
• Develops, implements, and manages processes to ensure QA protocols are achieved.
• Resolve escalated customer-related concerns & document.
• Resolve customer inquiries relating to transportation and communicate resolutions.
• Other duties as required.

Skills

Customer service management

Communication skills

Leadership

Paratransit experience

Flexible shifts

Education

Bachelor’s degree

Job description

Transdev in Baltimore, MD, is searching for a Customer Service Manager in support of our MDOT MTA Paratransit contract. The Customer Service Manager will manage the PASSCOM Feedback investigative and response process for the location and will act as the central point of contact for customer service needs across the location. We seek an ambitious leader with a detail-oriented, customer service-focused, results-driven work ethic to help us provide our customers with reliable transportation. We are seeking customer service-oriented professionals who are dedicated to safety.

Transdev Is Proud To Offer

Competitive compensation package of minimum $69,000– Maximum $86,000

Benefits Include

• 2 weeks Paid Time Off
• Holidays: 8 Paid Holidays
• Other standard benefits: medical, dental and vision, life insurance, 401(k) retirement plan, short-term disability, voluntary long-term disability.

Key Responsibilities

• Work to ensure compliance with company policy and that various task deadlines are met.
• Ability to effectively communicate with all levels of management including both internal and external partners.
• Develop effective customer service procedures
• Maintenance of accurate records and documents
• Attendance at all CACAT meetings and other public meetings as required by MDOT MTA.
• Oversight of all customer service-related inquiries.
• Tracking complaint trends and identifying repeat offenders
• 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.
• 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.
• Resolves customer inquiries relating to transportation; communicates resolution to customers.
• Other duties as required.

Qualifications

• Possess a bachelor’s degree or equivalent combination of education, training, and experience.
• A minimum of five years of customer service management experience in a paratransit service organization or call center environment.
• Effective oral and written communication skills, excellent interpersonal skills, and be able to effectively communicate with all levels of management including both internal and external partners.
• Must be able to work shifts or flexible work schedules as needed.
• Computer-literate with the capacity to learn new software

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

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 at http://www.TransdevNA.com or watch an overview video.

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 accommodation 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.

California applicants: Please Click Here for CA Employee Privacy Policy.

Job Category: Management

Job Type: Full Time

Req ID: 9109

Pay Group: X60

Cost Center: 156

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.

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.