National Express Customer Service Manager in Tucson, Arizona
National Express LLC (NELLC) is the North American subsidiary of National Express Group, PLC, one of the premier transportation firms in the United Kingdom. We operate across 34 states and three provinces. All organizations share a strong commitment to provide the highest level of transportation safety, quality transportation, outstanding customer service and positive employee relations. National Express School (NEXS) operates more than 22,500 school buses, serves more than 550 school districts in 31 states and three provinces, and transports more than 1.3 million students on a daily basis. National Express Transit (NEXT) operations transport more than 22 million passengers annually with more than 2,800 vehicles. National Express Shuttle (WeDriveU) serves more than nine million corporate and university passengers annually. NELLC’s corporate headquarters, located in Lisle, Illinois, houses the administrative and corporate support functions for the organization. Our 290 local customer service centers (CSCs) are supported by regional operations teams located throughout North America. Learn more at nellc.com.
Customer Service Manager will provide leadership, management and oversight responsibility for the Customer Service team, and to ensure that National Express LLC (NELLC), and its operating companies delivers the highest level of customer service possible. In this role, you will provide day-to-day direction - planning, coaching, training, coordinating and developing execution strategies for all activities of the Customer Service team. Central to these responsibilities is the ability to create an environment where positive motivation can flourish and a commitment to continuous learning and improvement can take root. This position is closely tied to Operations and functions as overall Operations support. In addition, you will integrate with every National Express functional department to ensure that we achieve all corporate and Customer Service Center (CSC) objectives.
The principle core competencies required for success in this position include: a customer focus; the ability to analyze and solve problems; leadership and personnel management skills; and an effective understanding and use of technology. This newly created position will help NELLC move to the next level in customer satisfaction.
Partner effectively with Senior Leadership and all NELLC functional teams to provide increasingly positive customer relationships
Conduct ongoing customer needs analysis, and research of customer requirements
Define and communicate customer service standards
Develop and implement customer service policies and procedures
Oversee the achievement and maintenance of agreed customer service levels and standards
Direct the daily operations of the customer service team
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Ensure the necessary resources and tools are available for quality customer service delivery
Review customer complaints
Regularly contact customers to ensure customer satisfaction and timely resolution of any issues
Track customer complaint resolution
Assist in customer problem escalation, providing critical overview perspective
Monitor accuracy of reporting and data base information
Analyze relevant data to determine customer service outputs, trends etc.
Identify and implement strategies to improve quality of service, productivity and profitability
Liaise with company management to support and implement growth strategies
Coordinate and manage customer service projects and initiatives
Ensure budget requirements are met
Evaluate and performance manage staff
Identify and address staff training and coaching needs
Company name is: Septran Bus
In-depth knowledge of customer service principles and practices
Organizational skills for planning, decision-making and executing with excellence
Skilled in developing standards and process improvement
Excellent verbal/written competencies and overall communication effectiveness
Strong interpersonal skills with the ability to lead and work within a team structure
Ability to learn and build upon industry specific information for future professional growth
Excellent computer skills, with an in-depth knowledge of Microsoft, Word, Excel, and PowerPoint, and CRM systems proficiency a plus.
Transportation Industry experience a plus
Relevant BS/BA degree preferred
At National Express our goal is to be a diverse workforce that is representative of the communities we serve. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.
Company name is: Septran Bus
Job: Operations Field
Primary Location: United States-Arizona-Tucson-NETC Tucson Transit
Work Locations NETC Tucson Transit (7063_NETC Tucson Transit)829 West Silverlake RoadC/O DURHAM 7063Tucson, 85713
Employee Status Regular
Job Level Team Leader/Supervisor
Job Shift Day Job
Req ID: 221069