Overview

Hiring immediately for a Customer Service Manager at our Herndon, VA location. Annual Salary $58,500

The customer service manager will maintain and establish effective customer relationships to ensure maximum customer service ratings. Monitor Division activity, satisfaction levels and other key indicators for issues and opportunities. Proactively pursue solutions to service issues or complaints at the earliest possible stages. Maintain all required customer service and complaints records for assigned division. Promote excellent customer service and track complaint sand service issue trends, and results. Focus efforts to provide superior service and solutions to both customers and client.

Responsibilities

• Serve as primary point of contact for customer complaints of assigned Division
• Proactively pursue problem resolution that maximizes the customer experience.
• Work cross-functionally with internal departments staff to achieve client Operations and Customer Service objectives.
• Escalate operational and technical issues to internal support teams. This may relate to Operations, Maintenance, BOCC, Technology, etc.
• Assist in providing alternative solutions / action plans to address customer and client concerns.
• Lead client engagement calls and complaint reviews.
• Define and utilize key performance metrics.
• Track and analyze the progress and overall customer complaints and employee customer service training and initiatives.
• Monitor activity, service levels and client satisfaction to identify issues or opportunities at the earliest possible stages.
• Maintain responses and investigation activity records in FASS.
• Manage customer contractual documentation and reporting.
• Interacts and interfaces with customers by providing information and assistance.
• Oversees and assists in resolution of customer complaints.
• Articulate Fairfax Connector Service schedules; demonstrate clear knowledge of fares, procedures, and service area.
• Conduct observations and monthly outreach events
• Provide feedback, training, methodologies, and procedures to Management and Staff
• Investigate and document complaints using resources: VDS, Clever, Lytx, etc.
• Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth.
• Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing client and customer expectations/organizational goals.
• Develops and maintains the Divisions Customer Service Dept. including policies and procedures, operating structure, and workflow.
• Ensures the volume of complaints are minimized to meet company standards and ensures customer satisfaction.
• Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.
• Other duties as assigned.

Qualifications

• Bachelor’s degree or equivalent experience required.
• At least 2 years of relevant leadership experience in a customer service or call center environment.
• Professional and Pleasant telephone voice/manner.
• Strong written and oral communication skills.
• Strong listening skills.
• Ability to remain courteous with difficult or angry customers.
• Strong computer knowledge/PC experience.
• Ability to train, coach, and manage performance of staff.
• Travel requirement <35% of time for occasional observations, outreaches, meetings, or training.

Pre-Employment Requirements:

• Must successfully pass drug testing and a background check

Physical Requirements:

• Must be able to work shifts or flexible work schedules as needed.
• Work environments are generally noisy, and the employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.

ABOUT TRANSDEV:

Based near Chicago, Transdev is the largest private-sector operator of multiple modes of transit in North America, including bus, rail, streetcar, paratransit, and shuttle services. Transdev is committed to being the trusted partner of cities and transit authorities through quality execution and innovations in mobility. Its parent company, Transdev Group, is a leading global operator and integrator of mobility operating in 17 countries and provides passengers every day the freedom to connect to what they care about in their cities.

For more information, please visit our website at www.transdevna.com

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.