Customer Service Representative Lead
3 weeks ago
Transdev is a leading provider of transportation services in the United States, operating in 19 countries and employing over 32,000 people. We offer a range of services, including bus and rail operations, maintenance, and mobility solutions.
Job PurposeWe are seeking a highly skilled and experienced Customer Service Representative Lead to join our team in Denver, Colorado. As a Customer Service Representative Lead, you will be responsible for providing exceptional customer service, resolving customer complaints, and ensuring that our customers receive the highest level of service.
Key Responsibilities- Monitor the floor and track errors of all staff
- Monitor daily calls for 3 days' out and assist with queue management
- Distribute call back sheets and stay on queue if needed
- Escalate calls and provide support assistance to the Reservation Supervisor
- Run reports and obtain and enter accurate customer information into the reservations system
- Complete customer reservations in a timely and courteous manner
- Provide customers with information on the services provided and direct them as needed
- Supervise staffing on weekends and evenings and schedule breaks and lunch accordingly
- Control and issue certain disciplines when necessary
- New employee training and re-training of current employees
- High school diploma or GED equivalent
- Excellent verbal and interpersonal skills
- Excellent judgment and problem-solving skills
- Supervisor experience strongly desired
- Ability to proficiently operate a computer with a keystroke speed of no less than 35 corrected words per minute
- Ability to sit or stand for extended periods of time
- Ability to multitask and work well under time restraints
- Ability to maintain employee confidentiality
- Ability to communicate clearly in the English language; foreign language proficiency beneficial
- Ability to use a standard business telephone system for communication
- Ability to read, understand, and follow written and verbal instructions
Transdev offers a range of benefits, including a competitive salary, attractive benefits package, and opportunities for career advancement. We are committed to providing a safe and inclusive work environment and offer a range of training and development programs to support our employees' growth and success.
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