Customer Service Manager - Lead Team & Elevate Service

Transdev; Tinley Park (IL); On-site; USD 97,338,000 - 118,943,000; Full time

Benefits offered by this job

Vacation: 2 weeks

Sick days: 5 days

Holidays: 10 days (8 standard + 2 here

401(k) retirement plan

Medical, dental and vision

Life insurance

Short-term disability

Long-term disability (voluntary)

Job summary

Transdev in Tinley Park, IL is seeking a Customer Service Manager to oversee daily operations, monitor agents, adjust staffing, and direct employees to deliver excellent service.

Ideal candidates have supervisory experience, strong communication skills, ADA knowledge, and flexibility to work weekends. This role requires leadership with a focus on customer-first service and measurable performance improvements.

Qualifications

• A high school diploma or equivalent
• A minimum of three years of Supervisory experience
• 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.
• Available to work a flexible schedule which may include weekends
• Must have a working knowledge of the Trapeze scheduling software
• Exceptional customer service skills and professional Customer-focused telephone manners
• Subject to drug testing

Responsibilities

• Working with the department manager to ensure compliance with Transdev and Pace policies
• Monitoring and guiding the training of in-service 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.
• Customer Service reporting for the department on call quality, booking accuracy and timely response to complaints
• Other duties as assigned

Skills

Customer service delivery

Problem-solving

Decision-making

Communication skills

Negotiation skills

Influence without authority

ADA knowledge

Education

High school diploma or equivalent

Tools

Trapeze scheduling software

Job description

Transdev in Tinley Park, IL is seeking a Customer Service Manager to oversee daily operations, monitor agents, adjust staffing, and direct employees to deliver excellent service.

Ideal candidates have supervisory experience, strong communication skills, ADA knowledge, and flexibility to work weekends. This role requires leadership with a focus on customer-first service and measurable performance improvements.