Customer Service Manager (Finance)

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Customer Service Manager to join our team in Dover, Delaware.

Summary: The Customer Service Manager is primarily responsible for the hiring, supervising, training, and monitoring of the daily activities and projects of all customer service staff. This responsibility includes ensuring all service requirements are protected and accounted for in accordance with standards described in the contract and operational procedures.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Assist in decision making for new processes and procedures regarding software or business processes and procedures.
• Assist with hiring, developing, and evaluating customer service staff.
• Provide coaching to supervisors and team leaders.
• Evaluate operational needs and work level requirements.
• Continually assess customer service levels for performance and monitor customer feedback.
• Ensure that all CSRs are courteous, professional, and attuned to customer needs.
• Effectively delegate work tasks to ensure that performance measures are met.
• Establish statistical performance reporting criteria, monitor standards, and enforce policies and procedures to ensure all personnel meet or exceed expected service and performance levels.
• Continually assess training needs through auditing and monitoring.
• Perform other duties as directed by TransCore management.
• Manages multiple service center programs to include E-ZPass customer service and DMV customer service
• Support customer outreach programs as required by DelDOT
• Coordinates staff for participation in marketing events
• Work in conjunction with the Quality Training department to address staff training needs
• Develop and coordinate schedules and manpower to meet service center goals
• Regular and predictable attendance is an essential function of this job
• Support all internal and external audits

Requirements and Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and/or abilities required.

• Requires bachelor's degree and 6-9 years of related experience. (2 in leadership) or 14 years of related experience. (2 in leadership)
• Excellent interpersonal and communication skills, including the ability to communicate information and ideas to an individual or in a large group setting.
• Ability to manage multiple priorities, manage time effectively, and easily adapt to change.

Physical Demands/Work Environment

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.

While performing the duties of this job, the employee may be seated for extended periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee may occasionally lift and/or move up to 15 pounds. The noise level in the work environment is usually moderate.

* TransCore complies with federal and state disability laws and provides reasonable accommodation for employees with disabilities.