Customer Service Manager - Lead & Elevate Support

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 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