Transdev Veterans Jobs
Customer Service Supervisor - Job Description
Overview:
As a frontline supervisor this position provides operational guidance and assistance to Customer Service Agents responding to Operational needs for Customer concerns, accidents, and incidents. Reviews and provides reports from Customer Service to other areas of Operations as required for escalation. Directly supervise customer service functions. Handles escalated customer calls from Customers and non-Customers in as needed.At times communicates with the passengers including providing information, resolving disputes, and providing transportation information. Communicates with the client agency concerning customer comments, investigating, and reporting route issues, and other operational concerns.
Responsibilities:
Supervises a team of Customer Service Representatives and resolves 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.
Reviews, changes, and improves processes in line with changing customer expectations and organizational goals.
Monitors operations of the customer service center including policies and procedures, operating structure, and workflow.
Ensures the volume of work produced meets company standards and ensures customer satisfaction.
Schedules, trains, and monitors customer service employees.
Conducts performance reviews.
Responds to escalated customer service inquiries and issues.
Answers incoming calls to the customer service team.
Receives customer inquiries and complaints.
Answers questions and provides information about services.
Clearly and accurately documents issues.
Resolves customer inquiries relating to transportation; communicates resolution to customers.
Utilizes computer aided scheduling software, GPS, phone recordings and on-board video to investigate and validate customer comments.
Other duties as assigned.
Education, Licensing, and Certifications:
Preferred Skills and Experience:
Two or more years of relevant leadership experience in a customer service or call center environment.
Bi-lingual preferred.
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.
Basic computer knowledge/PC experience.
Ability to train, coach, and manage performance of staff.
Ability to evaluate, analyze performance data and complete root cause analysis of service failures and recommend remedial resolution.
Demonstrate ability to identify and understand problems and to determine the appropriate measures it takes to solve problems.
Considerable interpersonal skills, including the ability to establish and maintain effective working relationships with others.
Ability to maintain a variety of complex records and to prepare reports.
Excellent communication skills both written and oral.
Ability to manage customer relationships, provide strong customer service skills and work in a fast-paced team environment.
Proven organization skills, understanding importance of prioritizing effectively and managing multiple tasks in an environment with ever competing demands.
Pre-employment Requirements:
Physical Demands:
100% of work is accomplished indoors.
Ability to work various hours/shifts and split off days.
Performs physical activities that require considerable use of the arms, repetitive hand-wrist motion, and legs and moving the whole body, such as walking, standing, and handling materials.
Ability to work in a fast-paced, deadline-oriented field environment.
Ability to work independently with minimal supervision.
Ability to stand and sit for long periods of time, to kneel/bend, and to move throughout the workday.
Strong sensory skills, such as good hearing, dexterity, and good eyesight.
Ability to speak clearly.
Ability to lift and/or carry up to 50 lbs.
Travel requirement <1% of time for occasional meetings or training.
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.
About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.
Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ
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.
Drug-free workplace
If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.
California applicants: Please review here: https://transdevna.com/california-employee-privacy-policy for CA Employee Privacy Policy.
Job Category: Operations Management & Supervisory
Job Type: Full Time
Req ID: 3339
Pay Group: EB6
Cost Center: 423
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.
Drug-free workplace
If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.
California applicants: Please Click Here for CA Employee Privacy Policy.
About Transdev
Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.
Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.