Customer Service Manager

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

Benefits offered by this job

Competitive salary

Health, dental, vision insurance

401(k) retirement plan

Paid holidays

Vacation and sick leave

Disability insurance

Job summary

Transdev North America in Baltimore, MD seeks a Customer Service Manager to oversee day-to-day operations of the Customer Service department, monitor agent activities, adjust staffing, and direct employees to deliver excellent service.

Ideal candidates are detail-oriented, customer-service focused, and results-driven, with strong communication, problem-solving, and leadership skills; knowledge of ADA service requirements is a plus, and the role offers comprehensive benefits and a clear path for

Qualifications

• High school diploma or equivalent required.
• Skilled in customer service delivery, problem-solving, and decision-making.
• Excellent communication and negotiation skills.
• Working knowledge of ADA law and ADA service requirements.
• Strong time management and multi-tasking abilities.
• Ability to work a flexible schedule, including weekends.
• Experience with Trapeze scheduling software.
• Minimum of three years of supervisory experience.
• Exceptional customer service and professional manners.
• Must be able to work shifts or flexible schedules.
• Subject to DOT drug testing and physical if applicable.

Responsibilities

• Oversee day-to-day operations of the Customer Service department.
• Monitor agent activities and adjust staffing as needed.
• Direct employees to provide excellent customer service.
• Ensure compliance with company and Metro policy and meet deadlines.
• Guide, train, and retrain customer service representatives.
• Assist in employee performance evaluations.
• Uphold quality by fostering Customer First: urgency and integrity.
• Communicate with internal and external customers via phone, email, or written correspondence.
• Provide CS reporting on call quality, booking accuracy, and 10-day contract response.
• Oversee Site Evaluation Team.

Skills

Customer service delivery

Problem-solving

Decision-making

Communication skills

Negotiation skills

ADA knowledge

Time management

Multi-tasking

Trapeze scheduling

Supervisory experience

Education

High school diploma or equivalent

Tools

Trapeze scheduling software

Job description

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!

Benefits Include

• Competitivecompensationpackageofminimum$69,000–maximum$86,000

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

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.

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. 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 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.

Job Category: Management

Job Type: Full Time

Req ID: 8816

Pay Group: 1BU

Cost Center: 55439