Customer Service Manager We are Now Hiring a Customer Service Manager in Las Vegas, NV for LV Paratransit! Transdev in Las Vegas, Paratransit Team is hiring a Customer Service Manager to lead service quality, compliance, and team performance while ensuring excellence in every customer interaction. The ideal candidate will have proven experience managing customer service operations, ensuring compliance with company policies, and meeting operational deadlines. This role requires strong skills in developing and overseeing quality assurance processes, assessing Liquidated Damage claims, and identifying service trends for improvement. The Customer Service Manager will train and coach staff to enhance performance, communicate effectively with internal and external stakeholders, and produce departmental reports to maintain contractual compliance, achieving a 95%+ response rate on complaints. Experience analyzing client feedback and implementing solutions to strengthen service delivery is essential. Transdev is proud to offer: + Competitive compensation package of minimum $80,000 – maximum $100,000 Benefits include: + Vacation: minimum of two(2) weeks + Sick days: 5 Days + Holidays: 12 days; 8 standard and 4 floating + Other benefits: 401(k) retirement plan, medical, dental, vision, life insurance, voluntary short-term disability and voluntary long-term disability Benefits may vary depending on specific location policy. The above represents the standard Corporate Policy. Responsibilities: + Work to ensure compliance with company policy and that various task deadlines are met. + Develops, implements, and manages processes to ensure quality assurance protocols are achieved. + Watch, comment and summarize the activities in the on-board video system. + 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. + Contractual compliance of reporting for the department for 5-day contractual response on complaints that maintain scores of 95% + Review and research client and customer feedback + Assist operations department with drivers, dispatch and scheduling. + Other duties as required Required knowledge, skills, and abilities: + Knowledge of principles and practices of management and public administration. + Ability to exercise judgment and discretion in establishing, applying, and interpreting policies and procedures. + Knowledge of data processing principles, standards, and procedures. + Ability to establish and maintain effective working relationships with associates, subordinates, public officials, other governmental agencies, and the general public. + Ability to organize and prioritize work and work independently without direct supervision. + Ability to express ideas clearly and concisely both orally and in writing. (individual and group settings). + Ability to write policies, procedures, and standards. + Ability to develop programs which effectively meet, desired objectives. Requirements + High school diploma or equivalent required; advanced education in business, transportation, or a related field preferred. + Minimum of five (5) years of experience in public transportation, with demonstrated knowledge of transit operations and customer service standards. + Strong experience in quality metrics reporting and performance analysis. + Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and comfortable with standard telephone systems and transportation software. + Excellent written and verbal communication skills, with the ability to build positive relationships and interact effectively at all levels of the organization and with external partners. + Strong interpersonal, organizational, and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment. Physical Requirements: + The essential functions of this position require the ability to: + Sit for extended periods (up to 6–8 hours per day); frequently walk for long distances and on possible sloped ground or slippery and uneven surfaces + Push and pull objects up to 25 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level + Withstand heavy traffic areas while performing the duties of the job; tolerate exposure to considerable amounts of dust, vehicle fumes and noise. + Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodation for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact us.jobs@transdev.com 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. About Transdev Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move everyday thanks to 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. 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. 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, or any other classification protected by federal, state, or local law. Drug-free workplace If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; able to pass a drug screen. California applicants: Please Click Herefor CA Employee Privacy Policy. Job Category: Customer Service Job Type: Full Time Req ID: 6183 Pay Group: QQP Cost Center: 221 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. 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, or any other classification protected by federal, state, or local law. Drug-free workplace 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. California applicants: Please Click Here for CA Employee Privacy Policy. About Transdev Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.