Lead Customer Service Representative

Lead Customer Service Representative

Location: NE-Omaha

Job Description:

Lead Customer Service Representative

Transdev is hiring a Lead Customer Service Representative. The Lead Customer Service Representative assists passengers with situations including, but not limited to, directions, information and mobility devices. We are seeking customer service-oriented professionals who are dedicated to safety. This is fully remote position.

Transdev is proud to offer:

• Competitive starting pay of $16.00 - $18.00 per hour

Benefits include:

• Vacation: minimum of two (2) weeks

• Sick days: 5 days

• Holidays: 7 days

• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

Application Deadline: November 21, 2025

Key Responsibilities:

• Ensures a high-level of customer service and promotes a positive work environment.

• Provides direct supervision, mentoring, leadership and guidance to Customer Service Reps.

• Meets or exceeds established performance requirements i.e. talk time & number of calls answered

• Ensures resources are aligned to complete projects on time and accurately

• Assists with training of CSRs

• Engages and motivates staff and promotes a positive work environment

• Assists Call Center Manager with special projects

• Documents coaching and feedback

• Accurately enters data into software system. Consistently documents notes and pertinent information

• Maintains professionalism and operates in accordance with business standards and code of conduct.

• Handles escalated calls and customer issues with a superior level of customer service

• Demonstrates ability to prioritize and manage time to meet various deadlines

• Knowledgeable of Transdev policies and procedures. Disseminates accurate information to callers and consistently follows policies and procedures as outlined in the Operations and Procedure Manual. Remains informed by reviewing policy and procedure on a continuous basis.

• Adheres to work schedule in order to handle the call volume and meet contractual requirements.

• Remains logged in and in a ready state to handle calls.

• Reports to work on time and is ready to answer calls at scheduled time. Remain flexible with break and lunch schedule.

• Ensures timely responses to emails and requests from management

• Monitors CSR calls and provides documented coaching

• Observes the floor by walking around to assist and actively listening

• Ensures CSRs have accurate and up to date information and consistently updates training manual and ensure CSRs have the most current version

• Assist with special projects, reports and other duties as assigned

Qualifications:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Possess valid authorization to work in the United States required

• High school Diploma or General Education Degree (GED) required

• Working Knowledge of Ecolane software preferred

• Knowledge of GPS and GIS systems

• Ability to read and comprehend instructions, short correspondence, and memos.

• Ability to write simple correspondence.

• Ability to effectively present information one-on-one and small group situations to customers, clients, and other employees of the organization.

• Bilingual communication skills are a plus.

• This is a remote position. Must have internet and a quiet place to work.

• Must provide own working equipment (i.e. laptop, computer, etc.)

• Experience with word processing, spreadsheets, Internet software, e-mail, and/or database software preferred.

• Basic computer skills are required.

• Must be able to read a map and possess knowledge of the service area.

• Must be able to work flexible hours.

• Must be hospitable, guest/customer service oriented, and be willing to serve the needs of passengers.

Physical Requirements:

• Must be able to work shifts or flexible work schedules as needed.

• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.

• Work environment will be a combination of both indoors and outdoors.

California applicants:PleaseClick Herefor CA Employee Privacy Policy.

Job Category: Administrative / Clerical / Payroll / HR / Accounting

Job Type: Full Time

Req ID: 6666

Pay Group: CDB

Cost Center: 402

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.