Customer Service Manager

The Customer Care Manager is responsible for the successful operations of all C&J bus terminals. This position oversees all functions of the terminals including customer service, ticket sales, and staff management and provides team members with the appropriate training, tools, direction, and motivation to enable their success. The Customer Care Manager serves as on-call supervisor for all locations. This is a full-time, exempt position.

Join Our Team and Thrive!

Are you tired of settling for less? Ready to step into a workplace where your talent is appreciated, your voice is heard, and your future is valued? Look no further than C&J Bus Lines!

At C&J, we're more than just a company; we're a family. Since 1968, we've built a legacy of excellence, driven by our incredible team of dedicated professionals. When you join us, you're not just an employee—you're a vital part of a community committed to making a difference.

Competitive Compensation: Say goodbye to flat-rate wages. At C&J, we believe in rewarding hard work with excellent pay.

Comprehensive Benefits: Your well-being matters to us. That's why we offer top-tier healthcare benefits for you and your family, along with one of the best 401k programs in the state, complete with a full 7% match.

Dynamic Work Environment: Innovation is at the heart of what we do. Join us in our state-of-the-art facilities in Rollinsford, NH, where we're constantly pushing the boundaries of what's possible in transportation.

Work-Life Balance: We understand the importance of flexibility. Enjoy a supportive environment that prioritizes your well-being both on and off the clock.

Career Growth: With C&J, the sky's the limit. Whether you're starting your journey with us or looking to advance your career, we offer diverse and challenging experiences that will help you reach your full potential.

C&J Bus Lines isn't just a transportation company; we're a regional icon, trusted by over 700,000 passengers annually. From daily routes to Boston's South Station and Logan International Airport to executive class service to New York City, we're proud to connect our communities with safe, reliable transportation.

But what truly sets us apart is our commitment to our team:

Community Impact: At C&J, we're not just coworkers; we're neighbors. Join us in making a positive difference in our local communities.

Innovative Spirit: We're always looking for new ways to impress our customers and make our work meaningful. Your ideas matter here.

Team Recognition: Your hard work doesn't go unnoticed. From pizza parties to team gatherings, we ensure that everyone feels valued and appreciated.

Join Us Today!

C&J Bus Lines isn't just a workplace—it's a place where you belong. Discover the difference of working with a team that's dedicated to your success. Apply now and embark on a journey where greatness awaits!

Essential Duties and Responsibilities

· Oversee day-to-day operations and performance of the terminals and their staff

· Maintain a positive, safe, team-oriented, and performance-driven culture among the CCS and CSA teams

· Promote regular and effective communication between Customer Care team members

· Work to enhance the C&J customer experience, both online and in-person

· Ensure C&J Bus Lines is providing safe, reliable, on-time service by creating efficient and cost-effective solutions to routine customer-facing issues

· Ensure customer-facing technology is online, accurate, and error free through systems administration, testing, and communication with front-line teams

· Lead the design and implementation of the customer care staffing plan and associated policies

· Oversee the successful hiring, onboarding, training, coaching, and disciplinary activities directly or through subordinate Supervisors of terminal staff

· Liaise with corporate functions such as Facilities, Safety, Finance, and Human Resources

· Establish and maintain schedules for the CCS and CSA teams

· Identify key safety concerns affecting the safety of passengers and employees and take corrective action to resolve these concerns.

· Oversee expenses and purchases for all terminal supplies

· Coordinate facilities maintenance and procurement with the facilities maintenance team. .

· Ensure all facilities are clean, including the parking lots and docks.

· Oversee and maintain an incident management process for customer-affecting incidents and handle incidents directly when necessary

· Routinely coach and provide feedback to CSAs and CCSs on developing personal strengths, addressing challenges, and aligning themselves with the goals of the company

· Communicate policies and procedures to CCSs, CSAs, and drivers to ensure effective and safe operations

· Communicate effectively with management team concerning important operational and staff issues

· Oversee CSA and CCS scheduling, working with subordinate supervisors (administrative assistant) to maintain high performance and work-life balance across the CCS and CSA teams.

· Be the on-call point of contact for emergency situations affecting the terminals, Customer Care staff, and customer facing digital systems

· Perform CSA/customers service duties if shifts are not filled or assigned.

· Analyze data to understand individual and team level performance with respect to Customer Care and C&J goals

· Attendance is a mandatory function of this position.

Skills Required

• Ability to manage a high-volume customer care sales and service centers.
• Ability to value and celebrate differences, build rapport, form professional relationships, and negotiate effectively.
• Ability to anticipate needs of passengers and employees.

· Leadership – model and promote the C&J culture of service and safety, show respect, demonstrate integrity, and facilitate change and innovation within C&J.

· Data Analysis – be able to analyze, summarize, and visualize data to accurately depict customer experience performance and operations

· Financial Management - make sound financial decisions, People Management – promote teamwork, provide employees regular feedback, coach and provide opportunity for employee growth, balance the needs of employees and those of C&J.

· Business Acumen – understand C&J’s business and operations, correctly analyze issues and demonstrate the ability to problem solve and make informative decisions with appropriate actions.

· Communication – effectively communicate with supervisors, peers, subordinates, and outside resources. Use creative solutions for conflict resolution/negotiations and properly record and document when necessary.

· Technological literacy – understand, master, and leverage multiple digital systems for higher operational performance.

Education and Experience

High school diploma with five years of customer services experience including a minimum of two years managing employees or a BA in business management-related studies. CPR and First Aid certified desired.

Job Type: Full-time

Pay: $80,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• On call
• Weekends as needed

Ability to Relocate:

• Portsmouth, NH 03801: Relocate before starting work (Required)

Work Location: In person

Salary : $80,000 - $120,000