Transdev
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 Burnsville (Bloomington), MN, is hiring a Customer Service Manager. This position oversees the day‑to‑day operations of the Customer Service department, monitoring agent activities, adjusting staffing, and directing 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.
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 communicate 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.
Develop, implement, and manage 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.
Resolve customer inquiries relating to transportation; communicate 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
Competitive compensation package: minimum $74,214.40 – maximum $77,788.80.
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.
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.
Drug‑Free Workplace
Transdev maintains a drug‑free workplace.
Applicants must:
Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
Successfully pass a pre‑employment drug screen.
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.
Equal Employment Opportunity 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.
About Transdev Transdev is a global mobility solutions company that contracts with a wide range of customers—including cities, counties, airports, companies and universities—in the United States to operate their transportation systems, maintain vehicle fleets, and deliver innovative mobility solutions. With 32,000 employees across 400 locations and more than 17,000 vehicles, Transdev is a leader in mobility across 19 countries. Our purpose is to empower the freedom to move every day with safe, reliable, and innovative solutions that serve the common good. Find out more at
www.TransdevNA.com
or watch an overview video at https://youtu.be/ilO5cv0G4mQ.
Job Type Full Time
Job Category Customer Service
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Transdev in Burnsville (Bloomington), MN, is hiring a Customer Service Manager. This position oversees the day‑to‑day operations of the Customer Service department, monitoring agent activities, adjusting staffing, and directing 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.
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 communicate 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.
Develop, implement, and manage 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.
Resolve customer inquiries relating to transportation; communicate 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
Competitive compensation package: minimum $74,214.40 – maximum $77,788.80.
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.
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.
Drug‑Free Workplace
Transdev maintains a drug‑free workplace.
Applicants must:
Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
Successfully pass a pre‑employment drug screen.
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.
Equal Employment Opportunity 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.
About Transdev Transdev is a global mobility solutions company that contracts with a wide range of customers—including cities, counties, airports, companies and universities—in the United States to operate their transportation systems, maintain vehicle fleets, and deliver innovative mobility solutions. With 32,000 employees across 400 locations and more than 17,000 vehicles, Transdev is a leader in mobility across 19 countries. Our purpose is to empower the freedom to move every day with safe, reliable, and innovative solutions that serve the common good. Find out more at
www.TransdevNA.com
or watch an overview video at https://youtu.be/ilO5cv0G4mQ.
Job Type Full Time
Job Category Customer Service
#J-18808-Ljbffr