Customer Service Manager - Competitive compensation package of minimum $78,000 - maximum $85,000
Benefits include: - Vacation: 2 weeks/year for 0-3 years of service, 3 weeks/year for 4-9 years of service, 4 weeks/year for 10+ years of service.
- Sick days: 5 days
- Paid Holidays
- 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 location policy. The above represents the standard Corporate Policy. Our Customer Service Manager enjoys: - Tremendous career advancement opportunities due to a strong presence across North America
- A comprehensive benefits package with paid holidays & vacation, medical, vision, and dental coverage, and a 401(k) savings plan
- A great work environment
Our Customer Service Manager is responsible for: - Working with the department manager to ensure compliance to company and Metro policy and that various task deadlines are met
- Monitoring, guiding, training, and retraining customer service representative team members.
- Assisting department manager in generating and documenting employee performance evaluation
- Upholding quality in customer service throughout team by instilling behaviors for Customer First: A sense of urgency and personal integrity to complete job
- Effectively communicating with internal and external customers and clients as needed via phone, email, or written correspondence with concern resolutions.
- CS reporting for the department on call quality, booking accuracy, and 10-day contractual response on complaints that maintain scores of 90%
- Overseeing Site Evaluation Team
To qualify as a Customer Service Manager, you'll need: - A high school diploma or equivalent
- Must be skilled in customer service delivery, problem-solving, and decision-making.
- Excellent communication and negotiation skills, ability to influence without authority.
- Must have a working knowledge of ADA law and ADA service requirements.
- To be dependable, proficient in time management, meeting deadlines, and multi-tasking.
- To be able to work a flexible schedule which may include weekends
- To have a working knowledge of the Trapeze scheduling software
- A minimum of three years of Supervisory experience
- Exceptional customer service skills and professional Customer-focused telephone manners
- 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.
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.
- Work environment will be a combination of both indoors and outdoors.
U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.
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.
Job Category: Management
Job Type: Full Time
Req ID: 8978
Pay Group: X60
Cost Center: 388
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.
