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Customer Service Manager

4 months ago

Portsmouth, United States C&J Bus Lines Full time

The Customer Care Manager is responsible for the successful operations of all C&J bus terminals. This position oversees all functions of the terminals including customer service, ticket sales, and staff management and provides team members with the appropriate training, tools, direction, and motivation to enable their success. The Customer Care Manager serves as on-call supervisor for all locations. This is a full-time, exempt position.

Join Our Team and Thrive

Are you tired of settling for less? Ready to step into a workplace where your talent is appreciated, your voice is heard, and your future is valued? Look no further than C&J Bus Lines

At C&J, we're more than just a company; we're a family. Since 1968, we've built a legacy of excellence, driven by our incredible team of dedicated professionals. When you join us, you're not just an employee—you're a vital part of a community committed to making a difference.

Competitive Compensation: Say goodbye to flat-rate wages. At C&J, we believe in rewarding hard work with excellent pay.

Comprehensive Benefits: Your well-being matters to us. That's why we offer top-tier healthcare benefits for you and your family, along with one of the best 401k programs in the state, complete with a full 7% match.

Dynamic Work Environment: Innovation is at the heart of what we do. Join us in our state-of-the-art facilities in Rollinsford, NH, where we're constantly pushing the boundaries of what's possible in transportation.

Work-Life Balance: We understand the importance of flexibility. Enjoy a supportive environment that prioritizes your well-being both on and off the clock.

Career Growth: With C&J, the sky's the limit. Whether you're starting your journey with us or looking to advance your career, we offer diverse and challenging experiences that will help you reach your full potential.

C&J Bus Lines isn't just a transportation company; we're a regional icon, trusted by over 700,000 passengers annually. From daily routes to Boston's South Station and Logan International Airport to executive class service to New York City, we're proud to connect our communities with safe, reliable transportation.

But what truly sets us apart is our commitment to our team:
Community Impact: At C&J, we're not just coworkers; we're neighbors. Join us in making a positive difference in our local communities.

Innovative Spirit: We're always looking for new ways to impress our customers and make our work meaningful. Your ideas matter here.

Team Recognition: Your hard work doesn't go unnoticed. From pizza parties to team gatherings, we ensure that everyone feels valued and appreciated.

Join Us Today
- **Essential Duties and Responsibilities**_
- Oversee day-to-day operations and performance of the terminals and their staff
- Maintain a positive, safe, team-oriented, and performance-driven culture among the CCS and CSA teams
- Promote regular and effective communication between Customer Care team members
- Work to enhance the C&J customer experience, both online and in-person
- Ensure C&J Bus Lines is providing safe, reliable, on-time service by creating efficient and cost-effective solutions to routine customer-facing issues
- Ensure customer-facing technology is online, accurate, and error free through systems administration, testing, and communication with front-line teams
- Lead the design and implementation of the customer care staffing plan and associated policies
- Oversee the successful hiring, onboarding, training, coaching, and disciplinary activities directly or through subordinate Supervisors of terminal staff
- Liaise with corporate functions such as Facilities, Safety, Finance, and Human Resources
- Establish and maintain schedules for the CCS and CSA teams
- Identify key safety concerns affecting the safety of passengers and employees and take corrective action to resolve these concerns.
- Oversee expenses and purchases for all terminal supplies
- Coordinate facilities maintenance and procurement with the facilities maintenance team..
- Ensure all facilities are clean, including the parking lots and docks.
- Oversee and maintain an incident management process for customer-affecting incidents and handle incidents directly when necessary
- Routinely coach and provide feedback to CSAs and CCSs on developing personal strengths, addressing challenges, and aligning themselves with the goals of the company
- Communicate policies and procedures to CCSs, CSAs, and drivers to ensure effective and safe operations
- Communicate effectively with management team concerning important operational and staff issues
- Oversee CSA and CCS scheduling, working with subordinate supervisors (administrative assistant) to maintain high performance and work-life balance across the CCS and CSA teams.
- Be the on-call point of contact for emergency situations affecting the terminals, Customer Care staff, and customer facing digital systems
- Perform CSA/customers service duties if shifts are not fi