Customer Service Representative

About The CompanyTransdev is a global leader in mobility solutions, operating transportation systems across 19 countries with a dedicated team of over 110,000 employees worldwide. In the United States, Transdev partners with cities, counties, airports, universities, and private companies to deliver reliable, safe, and innovative transportation services. With a fleet of more than 17,000 vehicles and a presence in over 400 locations, the company is committed to enhancing mobility and providing exceptional service to communities. As a part of its mission, Transdev emphasizes safety, customer satisfaction, and operational excellence, making it a trusted name in the transportation industry. The company prides itself on fostering a diverse and inclusive work environment where employees can grow and contribute to meaningful mobility solutions.About The RoleWe are seeking a dedicated Lead Customer Service Representative to join our remote team. This role involves supervising and guiding customer service staff while ensuring the delivery of high-quality service to passengers. The Lead Customer Service Representative will handle escalated customer issues, provide mentorship to team members, and support the call center operations. The position requires a customer-centric mindset, excellent communication skills, and the ability to manage multiple priorities effectively. The ideal candidate will be proactive, professional, and committed to maintaining a positive work environment. This fully remote role offers an excellent opportunity for individuals passionate about customer service and transportation to contribute to a dynamic organization dedicated to community mobility and safety.QualificationsValid authorization to work in the United StatesHigh school Diploma or GEDWorking knowledge of Ecolane software (preferred)Knowledge of GPS and GIS systemsAbility to read and comprehend instructions, memos, and short correspondenceEffective written communication skillsAbility to present information clearly in one-on-one and small group settingsBilingual communication skills are a plusReliable internet connection and a quiet workspaceOwn necessary work equipment (laptop, computer, etc.)Experience with word processing, spreadsheets, internet, email, and database software (preferred)Basic computer skills requiredAbility to read maps and knowledge of the service areaFlexibility to work varied hours and shiftsStrong customer service orientation and hospitality skillsResponsibilitiesEnsure a high level of customer service and foster a positive work environmentProvide supervision, mentorship, and leadership to Customer Service Representatives (CSRs)Meet or exceed performance metrics such as call handling time and call volumeCoordinate resources to complete projects accurately and on timeAssist in the training and development of CSRsMotivate and engage staff to maintain a productive team environmentSupport the Call Center Manager with special projects and reportingDocument coaching sessions, feedback, and performance evaluationsAccurately input data into the company’s software systems and maintain documentationHandle escalated customer calls and resolve issues with professionalism and empathyPrioritize and manage multiple tasks to meet deadlines effectivelyDisseminate accurate information to callers, adhering to company policies and proceduresMaintain professionalism and operate in accordance with business standards and code of conductMonitor CSR calls, provide coaching, and conduct floor observationsEnsure CSRs have up-to-date information and training materialsAssist with special projects, reports, and other assigned dutiesMaintain flexibility to adapt to changing operational needs and schedulesBenefitsCompetitive hourly pay ranging from $16.00 to $18.00Minimum of two weeks paid vacationFive sick days annuallySeven paid holidays401(k) retirement plan with company matchingMedical, dental, and vision insuranceLife insurance coverageShort-term disability benefitsVoluntary long-term disability insuranceOpportunities for professional development and career growthEqual OpportunityTransdev is an Equal Employment Opportunity (EEO) employer. We are committed to providing a work environment free from discrimination and harassment. All qualified applicants will receive fair and impartial consideration regardless of race, color, religion, sex, national origin, age, disability, veteran status, genetic information, gender identity, sexual orientation, or any other protected status under applicable law. We value diversity and inclusion and strive to create a welcoming environment for all employees.