Customer Service Director

6 days ago


Hyattsville, Maryland, United States Transdev Full time
About the Role

As a Customer Service Manager at Transdev, you will be responsible for leading a team of customer service representatives to deliver exceptional service to our customers. Your primary goal will be to ensure that our customers receive timely and effective support for their transportation needs.

Key Responsibilities
  • Manage a team of customer service representatives to efficiently schedule paratransit reservations and resolve customer service challenges.
  • Provide employees with timely and constructive performance feedback, develop employees, and provide opportunities for career growth.
  • Lead continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations and organizational goals.
  • Develop and monitor the operations of the customer service center, including policies and procedures, operating structure, and workflow.
  • Ensure that the volume of work produced meets company standards and ensures customer satisfaction.
  • Identify trends and initiate changes or improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.
Requirements
  • Bachelor's degree or equivalent experience required.
  • Seven to ten years of relevant leadership experience in a customer service or call center environment.
  • Pleasant telephone voice and manner.
  • Strong written and oral communication skills.
  • Strong listening skills.
  • Ability to remain courteous with difficult or angry customers.
  • Strong computer knowledge and PC experience.
  • Ability to train, coach, and manage the performance of staff.
Travel Requirements



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