Customer Service Manager

Customer Service Manager

NOTE: The following position is for a proposed new/future business within Transdev. Only candidates meeting the work experience requirements will be considered.

Transdev in Springfield, MA, for a Customer Service Manager. This position oversees the day-to-day operations of the Customer Service department, monitoring agent activities, adjusting staffing, and direct employees as necessary to provide excellent customer service. We seek ambitious leaders with a detail-oriented, Customer service-focused, results-driven work ethic to help us provide our customers with reliable transportation if you have the drive, confidence, and determination to succeed.

• Transdev is proud to offer:
• Competitive compensation package of minimum $65,000– Maximum $75,000

Benefits include:

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 12 days; 8 standard and 4 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term

disability, voluntary long-term disability.

Benefits may vary depending on the location policy. The above represents the standard Corporate Policy.

Key Responsibilities:

• Work to ensure compliance with company policy and that various task deadlines are met.
• Effectively assess monthly Liquidated Damage claims.
• Provide training and coaching for the customer service team to foster an effective performance output.
• Identify and track trending service data for progressive planning.
• Effectively communicating with internal and external customers and clients as needed via phone, email, or written correspondence with concern resolutions.
• CS reporting for the department for a 5-day contractual response on complaints that maintain scores of 95%.
• Review and research client and customer feedback.
• Assure quality of operations, including leading CSR staff, training, monitoring, and observing customer phone calls, and coaching to resolve customer service issues and compliance with policies and procedures.
• Develops, implements, and manages processes to ensure quality assurance protocols are achieved.
• Resolve escalated customer-related concerns & document.
• Develop and revise customer service manuals and procedures.
• Primary point of contact for maintaining the No Shows policy.
• Professionally and actively documents issues.
• Resolves customer inquiries relating to transportation; communicates resolution to customers.
• Review daily paperwork to verify accuracy.
• Other duties as required.

Qualifications:

• High school education, GED, or equivalent
• Minimum of 2 years of call center supervisor experience, preferably in the transportation industry
• Excellent written and oral communication skills
• Computer literate with the capacity to learn new software
• Must be able to work shifts or flexible work schedules as needed.
• Subject to a DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.

Benefits may vary depending on the location policy. The above represents the standard Corporate Policy.

Physical Requirements:

• Must be able to work shifts or flexible work schedules as needed.
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
• The work environment will be a combination of both indoors and outdoors.

About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at or watch an overview video at

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions upon request.

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.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions upon request.

California applicants:Please Click Here for CA Employee Privacy Policy.

Job Category: Customer Service

Job Type: Full Time

Req ID: 6818

Pay Group: VDD

Cost Center: NONE

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

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.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

California applicants: Please Click Here for CA Employee Privacy Policy.

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at or watch an overview video.