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National Express Customer Service Manager in Tucson, Arizona

Description

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.

Overview:

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.

Responsibilities:

  • 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

Qualifications

  • 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

Organization Transit

Schedule Full-time

Employee Status Regular

Job Level Team Leader/Supervisor

Job Shift Day Job

Travel No

Req ID: 221069

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