Customer Service/Reservationist Manager

4 weeks ago

Portland, Oregon, United States Transdev North America Full time
About Transdev North America

Transdev North America is a leading provider of transportation services, operating in the United States and Canada. With a team of over 32,000 employees, we provide safe, reliable, and innovative solutions to meet the needs of our customers.

Job Summary

We are seeking a highly skilled and experienced Customer Service/Reservationist Manager to join our team. The successful candidate will be responsible for managing the day-to-day operations of the Customer Service and Reservation Departments, ensuring that all customer inquiries are handled efficiently and effectively.

Key Responsibilities
  • Manage the daily activities of the Customer Service and Reservation teams, ensuring that all customer inquiries are handled in a timely and professional manner.
  • Coordinate resource availability, including call center staffing, operators, and vehicles, to ensure that all customer needs are met.
  • Make hiring decisions for authorized roles, evaluate the work performance of staff, and ensure the timely and efficient completion of all assigned tasks.
  • Provide employees with timely and constructive performance feedback, develop employees, and provide opportunities for career growth.
  • Review, change, and improve processes in line with changing customer expectations and organizational goals.
  • Utilize computer-aided scheduling software, GPS, phone recordings, and on-board video to investigate and validate customer comments.
  • Answer customer calls, input customer rides using a computerized scheduling system, and enter new customer information or changes into the system.
  • Develop and revise Reservationist manuals and procedures.
  • Coach and train Reservations staff.
  • Assist in accident/incident investigation and critical incident, including any needed on-site assistance and support.
  • Coordinate with all other LIFT service departments to ensure all service goals and directives are attained.
  • Maintain confidentiality of all information.
Requirements
  • High school diploma or equivalent required; college degree highly desired.
  • 3+ years of relevant customer service/call center experience, supervisory experience, and human resources experience desired.
  • Transportation experience highly desirable.
  • Ability to read and comprehend instructions, short correspondence, and memos.
  • Ability to write simple correspondence.
  • Ability to effectively present information one-on-one and small group situations to customers, clients, and other employees of the organization.
  • English required; bilingual a plus.
  • Exceptional communication and people-solving skills.
  • Ability to effectively interact with a diverse employee population, including functional client groups.
  • Excellent analytical and problem-solving skills.
  • Ability to conceive new approaches, streamline processes, and create customer interactions.
  • Strong time management, organizational, and project skills, and ability to work in a multi-tasking environment.
  • Ability to use and is proficient in Microsoft Suite, including a high level of proficiency in Excel.
  • Dispatching and timekeeping software skills required.
Work Environment

The work environment is indoors in a typical office setting. The noise level in the work environment is usually moderate.

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