Job Information
Summit School Services Manager Customer Service 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 SeniorLeadership and all NELLC functional teams to provide increasingly positivecustomer relationships
Conduct ongoing customer needsanalysis, and research of customer requirements
Define and communicate customerservice standards
Develop and implement customerservice policies and procedures
Oversee the achievement and maintenanceof agreed customer service levels and standards
Direct the daily operations of thecustomer service team
Plan, prioritize and delegate worktasks to ensure proper functioning of the department
Ensure the necessary resources andtools are available for quality customer service delivery
Review customer complaints
Regularly contact customers toensure customer satisfaction and timely resolution of any issues
Track customer complaint resolution
Assist in customer problemescalation, providing critical overview perspective
Monitor accuracy of reporting anddata base information
Analyze relevant data to determinecustomer service outputs, trends etc.
Identify and implement strategies toimprove quality of service, productivity and profitability
Liaise with company management tosupport and implement growth strategies
Coordinate and manage customerservice projects and initiatives
Ensure budget requirements are met
Evaluate and performance managestaff
Identify and address staff trainingand coaching needs
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.
National Express LLC’s independent subsidiaries and affiliates are an equal employment opportunity (EEO) employer
Job: Operations Field
Primary Location: United States-Arizona-Tucson-NETC Tucson Transit
Work Locations NETC Tucson Transit 829 West Silverlake Road Tucson 85713
Organization Transit
Schedule Full-time
Employee Status Regular
Travel No
Req ID: 222603