Transdev Manager Customer Service in Sarasota, Florida
Manages the day-to-day operations of a team of Customer Service Representatives and Supervisors that handles customer service inquires and problems for fixed route and paratransit operations.
This is for proposed business all offers are contingent upon Transdev's award of the contract.
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.
Education, Licensing, and Certifications :
- Bachelor’s degree or equivalent experience required
Experience, Skills, and Knowledge Required:
7-10 years of relevant leadership experience in a customer service or call center environment.
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.
- Must submit to drug testing and a background check
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.
For more information please visit our website at www.transdevna.com/careers.
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.
Requisition ID 2018-9421
Position Category Customer Service/Call Center/Dispatch/Reservationist/Scheduler
Internal Code #TNA
Internal Reference 921
Internal Code 3 Ind1
Company/Division Transdev Services