Customer Service Manager

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🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $90k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Summit School Services LLC

WebsiteLinkedInAll Job Openings

10,000+ employees

🚗 Transport

📚 Education

Transport • Education

Summit School Services LLC is a North American student transportation provider that recently rebranded from National Express LLC under new ownership. The company operates large school bus fleets and well-known regional brands such as Durham School Services, Stock Transportation, and Petermann Bus, serving hundreds of school districts and transporting hundreds of thousands to over a million students daily. In addition to school bus services, it provides shuttle and transit solutions for universities, companies, and communities, and emphasizes safety, community engagement, employee development, and customer service. A new website and brand rollout for Summit School Services LLC are forthcoming.

📋 Description

• Provide leadership, management and oversight responsibility for the Customer Service team • Ensure the highest level of customer service possible • Provide day-to-day direction - planning, coaching, training, coordinating and developing execution strategies for all activities of the Customer Service team • 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

🎯 Requirements

• 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

🏖️ Benefits

• medical, dental, vision, basic life insurance coverage • holiday pay • PTO accrual • employees are able to enroll in a retirement savings plan