Customer service manager - remote - west region

Summit School Services companies share a strong commitment to provide the highest level of transportation safety, quality transportation, outstanding customer service and positive employee relations. Our corporate headquarters, located in Warrenville, Illinois, houses the administrative and corporate support functions for the organization. Our 250+ local customer service centers (CSCs) are supported by regional operations teams located throughout North America.

Overview:

Customer Service Manager will provide leadership, management and oversight responsibility for the Customer Service team, and to ensure 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. 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.

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
• Exhibits the highest ethical best practices and personal integrity; Shares concerns about suspicious or inappropriate behavior with their supervisor or manager
• 25% Travel required
• Other duties as assigned

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.

Summit School Services has a zero-tolerance policy on conduct that is incompatible with its policies and values, including sexual exploitation and abuse, harassment, abuse of authority, and discrimination. Summit School Services is committed to promoting the protection and safeguarding of all children and passengers. We offer medical, dental, vision, basic life insurance coverage, holiday pay, and PTO accrual. Additionally, employees are able to enroll in a retirement savings plan. At Summit School Services 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. Summit School Services LLC’s independent subsidiaries and affiliates are an equal employment opportunity (EEO) employer. The pay rate range, along with most all of the other terms and conditions of employment, vary between different sites, geographical markets, customer/ contractual terms and positions.