Paratransit Customer Experience Manager

Transdev; Baltimore, Northern (MD, KY); Hybrid; USD 69,000 - 86,000; Full time

Benefits offered by this job

Competitive compensation

2 weeks PTO

8 paid holidays

Medical, dental and vision

401(k) retirement plan

Short-term disability

Long-term disability

Job summary

Transdev in Baltimore, MD is seeking a Customer Service Manager to lead the PASSCOM Feedback process and serve as the central contact for customer service needs at the location. The role emphasizes safety, accuracy, and responsive problem solving to support reliable transportation.

The ideal candidate holds a bachelor’s degree and at least five years of customer service management experience in paratransit or a call center, with strong communication and leadership abilities.

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.
• Strong written and verbal communication and ability to work with all management levels.
• Flexibility to work shifts as needed.
• Computer-literate with capacity to learn new software.

Responsibilities

• Ensure compliance with company policy and meet task deadlines.
• Communicate effectively with internal and external partners at all levels.
• Develop effective customer service procedures and maintain records.
• Attend CACAT and MDOT MTA meetings as required.
• Oversee customer service inquiries and track complaint trends.
• Provide training and coaching to the customer service team.
• Identify service data trends for progressive planning.
• Communicate resolutions to customers and document outcomes.
• Ensure quality of operations and supervise CSR staff.

Skills

Customer service management

Effective communication

Leadership

Education

Bachelor's degree or equivalent

Job description

Transdev in Baltimore, MD is seeking a Customer Service Manager to lead the PASSCOM Feedback process and serve as the central contact for customer service needs at the location. The role emphasizes safety, accuracy, and responsive problem solving to support reliable transportation.

The ideal candidate holds a bachelor’s degree and at least five years of customer service management experience in paratransit or a call center, with strong communication and leadership abilities.