Customer Service Manager

Skills: 

• Investigates customer concerns and complaints and provide corrective action when applicable
• Interview operators and passengers to obtain additional information regarding customer concerns
• Review video from the coaches to gather facts about the incident in question
• Respond to the Client with details about Customer Service inquiries/comments
• Develop client communication strategies to foster a positive client relationship
• Develop and conduct Customer Service training, both one-on-one and classroom style
• Establish metrics and KPIs for customer support to create continuous operational and customer satisfaction improvements. Determine methods of correction necessary to achieve and sustain desired results
• Organize local community engagement programs. Partner with client when applicable
• Ensures collaboration between operational supervision/management and customer service, communicating the observation of drivers in service
• Ensures that staff executes and adheres to safety and security standards
• Supervise customer service staff to include one-on-one meetings and performance evaluations
• Investigate and handle customer service staff counseling, discipline administration and employment separation
• Represent KTA in internal and external customer service meetings and committees to provide comprehensive advice and assistance ensuring accuracy of customer comment reporting
• Ensures contract compliance with all applicable federal, state, local, and company regulations; ensures that related record keeping and reporting requirements are met and maintained.
• Maintains confidentiality of all information
• Other duties as required

Knowledge and Experience: 

• A minimum of 2 years prior management experience required
• 4 years progressive Customer Service experience preferably in a paratransit/fixed route environment
• College degree preferred.
• Experience with investigation and/or analysis required
• Knowledge of Microsoft Office applications, particularly Word, Excel and PowerPoint
• Experience in selecting, hiring and training qualified candidates for employment.
• Must have excellent communication skills, both written and oral
• Experience with clearly presenting findings and recommendations to management and client required.
• Excellent time management skills with ability to prioritize.
• Experience in leading and managing employees, individually and in a team / project environment
• Able to work flexible hours to meet the needs of the business.
• Experience developing and implementing customer service program plans and procedures; conducting investigations, analyzing data, and identifying and recommending corrective action;
• Must maintain confidentiality and safeguarding of sensitive material;
• Conducting oral presentations, relaying technical information in understandable terms;
• Demonstrated ability to work effectively in a diverse environment.
• Must be able to work shifts or flexible work schedules as needed.
• 90% of work is accomplished indoors and in air conditioned or well ventilated facilities.
• 10% of work is accomplished outside or in a vehicle.
• May perform physical activities that require considerable use of the arms, repetitive hand-wrist motion, and legs and moving the whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials
• Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
• Must submit to drug testing and a criminal background check.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Please note:  Job duties or specific job title could vary; where covered by a collective bargaining agreement the provisions of that agreement may prevail.

Key Accountabilities

Strategy and Governance: 

• Ongoing collaboration with the Client
• Development of Customer Service location specific electronic protocols and guidelines for implementation on ongoing basis.

Business Processes: 

• Provide efficiencies and processes to the locations for best practices

Reporting: 

• Coordinate performance reporting with the local management team including the implementation of tools and key metrics for monthly reports to our client.

Additional Statements

Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. Must pass a physical examination.

Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world. 

Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which we operate.

EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.

NDHP