Customer Service Manager

Baltimore, MD
Apr 20, 2017
Apr 21, 2017
Full Time
Customer Service Manager-TAME-USBA01341721 *Description* CUSTOMER SERVICE MANAGER REQUISITION NUMBER: TAME-USBA01341721 *Description* At Bombardier, our employees work together to evolve mobility worldwide - one good idea at a time. If you have a good idea, we'll provide the environment where it will thrive and grow into a great product or customer experience. Your ideas are our fuel. Based in Baltimore, Maryland, you will be responsible for customer service programs for the MARC O&M Project and provide direction and leadership to the customer service team in the Baltimore operations center, as well as at the MARC Information Desk at Washington Union Station, and interact closely with operations management. In your role you will: - Ensure that all passenger inquiries and complaints are handled accurately and professionally; - Handle any escalated customer issues or complaints; - Follow up on behalf of the GM that all complaints are properly reported and investigated, with appropriate action taken to prevent a recurrence; - Monitor the effectiveness of customer service program through audits of train crews and review of all KPIs; - Compile daily, monthly, and annual reports as required; - Work closely with the third party administrator's Claims Adjuster to resolve all third party claims on the Camden and Brunswick Lines; - Along with the Claims Adjuster, determines reasonable settlement value and provides settlement authority for claims; - Responsible for scheduling for the customer service team to ensure staffing levels, covering vacancies as needed; - Develop and implement a comprehensive customer service training program for all T&E employees. *Qualifications* As our ideal candidate: - You hold a Bachelor's Degree in a related field; - You cumulate a minimum of 5 years of relevant experience in a similar position, which shall include experience in managing people and monitoring similar customer service operations in a passenger railroad environment; - You have strong leadership and management skills; - You possess excellent written and verbal communication skills; - You have strong desire to foster a supportive team environment; - You own the ability to prioritize tasks in a fast paced environment; - You have exceptional reliability and dedication; - You own exceptional interpersonal skills, empathy, and teamwork; - You are organized and detail oriented; - You have safety consciousness to ensure personal and passenger well-being; - You are proficient with Microsoft Suite (Excel, Word, PowerPoint, Visio, Outlook, etc.); - You are a self-starter and motivated person; - You are able to travel. The role requires being able to ride the commuter trains on the Brunswick & Camden Lines, visit the facilities that are linked to the operations & maintenance Bombardier provides for the MTA. We thank all applicants for their interest; however, only those under consideration will be contacted. Join us at Your ideas move people. Bombardier is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability status, veteran status, or any other characteristic protected by Federal, State, or Local Laws. BOMBARDIER the evolution of mobility *Job:* Account Management *Primary Location:* US-MD-Baltimore *Organization:* Transportation *Schedule:* Full-time *Employee Status:* Regular * Job Posting:* 08.03.2017, 11:00:00 PM Unposting Date 09.05.2017, 10:59:00 PM

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