Job Location : Staunton,VA, USA
Customer Service Manager Fairfax , Virginia **Overview**
**Hiring Immediately Customer Service Manager**
**Fairfax, VA**
Transdev Services, Inc. is seeking a Customer Service Manager at its Fairfax, VA facility. The ideal candidate 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. Additionally, they will proactively pursue solutions to service issues or complaints at the earliest possible stages, maintain all required customer service and complaints records for assigned division, and promote excellent customer service and track complaint sand service issue trends, and results and they will focus efforts to provide superior service and solutions to both customers and client.
Come join the largest private-sector operator of public transportation in North America - one that cares about its employees, passengers, and their communities.
* **$60,000 annual salary!**
* Paid health benefits!
* Paid time off!
* Holiday pay!
* 401(k)!
* Career advancement opportunities!
* Being appreciated as a valuable member of a great team!
**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**
**Education, Licensing, and Certifications:**
* Bachelors degree or equivalent experience required.
**Experience, Skills, and Knowledge Required:**
* At least 2 years of relevant leadership experience in a customer service or call centerenvironment.
* 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