Customer Service Team Lead
4 weeks ago
We are seeking a highly skilled Customer Service Representative to join our team at Transdev. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our internal and external customers, while also working closely with our internal teams to ensure seamless communication and collaboration.
Key Responsibilities- Monitor the floor and track errors of all staff
- Monitor daily calls for 3 days' out and assist with queue management as needed
- Distribute call back sheets and provide support to staff as required
- Escalate calls and provide solutions to customers
- Run reports and analyze data to identify trends and areas for improvement
- 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, ensuring that the call center is fully staffed and operational
- Schedule breaks and lunch for staff, ensuring that the call center remains fully operational
- Provide support assistance to the Reservation Supervisor and control and issue certain disciplines when necessary
- Train and re-train staff on new procedures and policies
- 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 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.
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