Customer Service Manager

Customer Service Manager

Requirements

• 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.

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 communicating with internal and external customers and clients as needed via phone, email, or written correspondence with concern resolutions.
• CS reporting for the department for 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
• Develops, implements, and manages 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 No Shows policy
• Professionally and actively documents issues.
• Resolves customer inquiries relating to transportation; communicates resolution to customers.
• Review daily paperwork to verify accuracy.
• Other duties as required.

Preferred Qualifications

No preferred qualifications provided.