Customer Service Manager - Paratransit Quality & Compliance

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 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.