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Call Center Manager

Location 5007 Prime Parkway, McHenry, IL United States 60050
Phone Number 1-815-363-4323
Division First Transit
Categories Call Center/ Customer Service
Req ID 38326

Call Center Manager

First things First: Who are we? 

First Transit Inc. is a leading provider of public transportation contracting and management services. For over 60 years, we have supplied precision, efficiency, innovation, and all-around expertise to both public and private transportation systems. Today, we operate in 335 locations, carrying more than 350 million passengers annually throughout the United States in 39 states, Puerto Rico and Canada. 

About the Position 

The Call Center Manager manages and oversees the workforce of the inbound call center. The Call Center Manager also determines the areas of improvement needed at that call center as well prioritizing customer needs to ensure customer satisfaction.

Call Center Manager Responsibilities:

  • Deals directly with customers either by telephone, electronically, or face-to-face. Responds promptly to customer inquiries.
  • Provides exemplary customer service skills.
  • Resolves customer complaints.
  • Identifies and escalates priority issues.
  • Obtains and evaluates all relevant information to handle inquiries and complaints.
  • Directs requests and unresolved issues to the designated resources. Follows up customer calls where necessary.
  • Records details of inquiries, comments, and complaints. Communicates and coordinates detailed complaints with internal departments.
  • Manages the tape requests and deliveries.

Experience and Skills Required:

  • Candidate must have experience working in a call center environment, preferably a call center that utilizes Trapeze and Mitel phone systems. 
  • Knowledge of customers service principles and practices. Very customer service orientated. The candidate needs to be a good listener, with great interpersonal skills.
  • Knowledge of relevant computer applications.
  • Knowledge of administrative procedures.
  • Numeric, oral, and written language applications
  • Communication skills – verbal and written
  • Problem analysis and problem-solving · Attention to detail and accuracy · Data collection · · Adaptability · Stress tolerance

First for a Reason

Benefits 

We offer competitive compensation and benefits including physical and mental health initiatives, medical/dental/vision, 401(k), and paid holiday/vacation. 

Diversity & Inclusion 

Because we’re stronger together, we aspire to have a culture where all people are First. We’re committed to providing an inclusive and diverse working environment for everyone every day. 

Professional Advancement 

Start here. Go far. We believe in promoting from within, which means tremendous opportunities for you, thanks to our strong presence across North America. In addition, our 18-month Aspiring Manager Program prepares future leaders at First Transit. 

Extensive Training 

Build skills and knowledge in such areas as safety and security, injury prevention, technology and equipment, and job efficiency. 

Community Service & Impact 

Go where opportunity meets community. Our customers are at the heart of everything we do. As the face of First Transit and First Vehicle Services in your community, you’ll have a positive impact on others. 

About First America 

First is the largest passenger transportation company in North America, we provide passenger transport and maintenance services to municipalities, school districts, and the general public in the U.S. and Canada. Our 4.8 billion operation is headquartered in Cincinnati, OH, and employs more than 96,000 employees at 1,200 locations in 38 states and 7 Canadian provinces.  

We aspire to have a culture where all people are First. We strive to attract and retain a diverse workforce therefore all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. For candidates applying to positions in San Francisco or Los Angeles California, First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance or Los Angeles Fair Chance Ordinance. First is an equal opportunity employer and by doing so we will sustain and promote an inclusive culture that supports future growth for all.

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