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Transdev North America · 7 hours ago

Customer Service Manager

St Paul, MN

Full-time

Onsite

Entry, Mid Level

$74K/yr - $78K/yr

2+ years exp

Transdev North America is a leader in mobility solutions, and they are seeking a Customer Service Manager to oversee the day-to-day operations of the Customer Service department. The role involves monitoring agent activities, providing training, and ensuring excellent customer service to enhance transportation reliability.

AutomotiveHospitalityTransportationTravel

No H1B

Responsibilities

Work to ensure compliance with company policy and that various task deadlines are met

Effectively assess monthly Liquidated Damage claims

Provide training and coaching for the customer service team to foster an effective performance output

Identify and track trending service data for progressive planning

Effectively communicating with internal and external customers and clients as needed via phone, email, or written correspondence with concern resolutions

CS reporting for the department for a 5-day contractual response on complaints that maintain scores of 95%

Review and research client and customer feedback

Assure quality of operations, including leading CSR staff, training, monitoring, and observing customer phone calls, and coaching to resolve customer service issues and compliance with policies and procedures

Develops, implements, and manages processes to ensure quality assurance protocols are achieved

Resolve escalated customer-related concerns & document

Develop and revise customer service manuals and procedures

Primary point of contact for maintaining the No Shows policy

Professionally and actively documents issues

Resolves customer inquiries relating to transportation; communicates resolution to customers

Review daily paperwork to verify accuracy

Other duties as required

Qualification

Call center supervisionCustomer service managementData analysisCommunication skillsComputer literacy

Required

High school education, GED, or equivalent

Minimum of 2 years of call center supervisor experience, preferably in the transportation industry

Excellent written and oral communication skills

Computer-literate with the capacity to learn new software

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

Subject to a DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason

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

Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.)

Successfully pass a pre-employment drug screen