Job description


Customer Service Manager

NOTE: The following position is for proposed new business within First Transit. Only candidates meeting the work experience requirements will be considered.

 First Transit is looking for a Customer Service Manager in Jacksonville,FL, to oversee the day-to-day operations of the Customer Service department, monitor agent activities, adjust staffing, and direct employees as necessary to provide excellent customer service. We seek ambitious leaders with a detailed-oriented, Customer service-focused, results-driven work ethic to help us provide our customers with reliable transportation. We are looking for you if you have the drive, confidence, and determination to succeed!

That is why our employees call this the “love-what-you-do” line of work!

 Our Customer Service Manager enjoys:

  • Tremendous career advancement opportunities due to a strong presence across North America
  • A comprehensive benefits package with paid holidays & vacation, medical, vision, and dental coverage, and a 401(k) savings plan
  • A great work environment

Our Customer Service Manager is responsible for:

  • Monitoring, guiding, training, and retraining customer service representative team members.
  • Assisting department manager in generating and documenting employee performance evaluation
  • Upholding quality in customer service throughout the team by instilling behaviors for Customer First: A sense of urgency and personal integrity to complete the job
  • Effectively communicate with internal and external customers and clients via phone, email, or written correspondence with concern resolutions.
  • CS reporting for the department on call quality, booking accuracy, and 10-day contractual response on complaints that maintain scores of 90%
  • Overseeing Site Evaluation Team

To qualify as a Customer Service Manager, you’ll need:

  • A high school diploma or equivalent
  • Must be skilled in customer service delivery, problem-solving, and decision-making.
  • 1-3 years of management experience.
  • Excellent communication and negotiation skills, ability to influence without authority.
  • Must have a working knowledge of ADA law and ADA service requirements.
  • To be dependable and proficient in time management, meeting deadlines, and multi-tasking.
  • To be able to work a flexible schedule which may include weekends
  • To have a working knowledge of the Trapeze scheduling software
  • A minimum of three years of Supervisory experience
  • Exceptional customer service skills and professional Customer-focused telephone manners


First Transit carries approximately 350 million passengers a year. Our employees play an integral role in our mission to provide easy and convenient mobility and improve quality of life by connecting people and communities.


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 of 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. NOTE: The following position is for proposed new business within First Transit. Only candidates meeting the work experience requirements will be considered.



Close large map
55912 - Jacksonville, FL (Bid)
., FL, United States, 32219
  • Company:
    First Transit
  • Terms and Conditions Type:
    Full Time
  • City:
  • State / Province:
  • Job Category:
    Operations Management & Supervisory
  • Location Contact Telephone Number:
  • Vacancy Number:
Share this page
Share with linkedin
Share with facebook
Share with twitter
Share with email
Vacancy Alerts
Create an alert subscription based on this vacancy