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Overview
Manages the day-to-day operations of a team of Customer Service Representatives and Supervisors that handles customer service inquires and problems via the phone.

This is for proposed business. All offers are contingent upon Transdev's award of the contract.

Responsibilities

• Act as the Department’s primary contact for all Complaints.

• Document all complaints received by the Contractor.

• Investigate, follow up, and respond to all complaints in accordance with the Contract.

• Ensure that recurring scheduled trips are timely.

• Manages a team of Customer Service Representatives and Supervisors and resolves most complex business problems for those on the team.

• Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth.

• Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.

• Develops and monitors operations of the customer service center including policies and procedures, operating structure, and work flow.

• Ensures the volume of work produced meets company standards and ensures customer satisfaction.

• Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.

• Other duties as assigned.

Qualifications

Education, Licensing, and Certifications Required:

• High school diploma or equivalent, such as GED, required.

Experience, Skills, and Knowledge Required:

• At least two (2) years’ professional experience receiving and responding to complaints in a customer service environment.

Skills and Knowledge Required:

• Pleasant telephone voice/manner

• Strong written and oral communication skills

• Strong listening skills

• Ability to remain courteous with difficult or angry customers

• Strong computer knowledge/PC experience

• Ability to train, coach, and manage performance of staff

• Travel requirement <5% of time for occasional meetings or training.

Pre-Employment Requirements:

• Must submit to drug testing and a background check.

Physical Requirements:

• Must be able to work shifts or flexible work schedules as needed.

• 100% of work is accomplished indoors and in air conditioned or well ventilated facilities

• Work is accomplished in an office or in a cubicle space equipped with a telephone, headset, and computer.

• Work environments are generally noisy and the employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.

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The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

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, or any other classification protected by federal, state, or local law.

EEO is the Law Poster: http://www1.eeoc.gov/employers/poster.cfm

Drug free workplace

If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check.