Customer Service Manager

Incumbent Customer Service Manager We are looking for a Customer Service Manager to oversee the day‑to‑day operations of the Customer Service department, monitor agent activities, adjust staffing, and direct employees as necessary to provide excellent customer service. The role requires ambitious leaders with a detail‑oriented, customer‑service‑focused, results‑driven work ethic to help us provide our customers with reliable transportation. Responsibilities Work with the department manager to ensure compliance with company and Metro policy and meet task deadlines. Monitor, guide, train, and retrain customer service representative team members. Assist the department manager in generating and documenting employee performance evaluations. Uphold quality in customer service throughout the team by instilling Customer First behaviors, a sense of urgency, and personal integrity. Effectively communicate with internal and external customers via phone, email, or written correspondence to resolve concerns. Prepare CS reports on call quality, booking accuracy, and maintain 90%+ scores on 10‑day contractual response on complaints. Oversee the Site Evaluation Team. Qualifications High school diploma or equivalent. Minimum of three years supervisory experience. Strong customer service delivery, problem‑solving, and decision‑making skills. Excellent communication and negotiation skills, ability to influence without authority. Working knowledge of ADA law and ADA service requirements. Time management, punctuality, and multi‑tasking ability. Ability to work flexible schedules including weekends and shifts. Working knowledge of Trapeze scheduling software. Subject to DOT drug testing and physical exam; DOT Regulation 49CFRPart40 prohibits ScheduleI drugs. Benefits Competitive compensation: minimum $74,500 – maximum $85,000. Vacation: minimum of two (2) weeks. Sick days: five days. Holidays: 12 days (8 standard and 4 floating). 401(k) retirement plan, medical, dental, vision, life insurance, short‑term disability, voluntary long‑term disability. Other standard benefits as per corporate policy. Physical Requirements Work long periods sitting, typing, or looking at a computer screen. Work environment includes both indoors and outdoors. Drug‑free Workplace Eligible to work in the United States without requiring sponsorship. Must successfully pass a pre‑employment drug screen. Equal Employment Opportunity Transdev is an Equal Employment Opportunity employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, color, national origin, sex, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion, or other legally protected status. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job. To request accommodation, contact us at View email address on click.appcast.io. #J-18808-Ljbffr