Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $46,700.00 - $69,800.00
Work Schedule
Standard Hours
Benefits
Medical
Dental
Vision
basic life insurance coverage
Holiday pay
PTO accrual
retirement savings plan
Job Description
Durham School Services is a prominent subsidiary of National Express, a leading transportation company recognized for its strong commitment to safety, quality, and exceptional customer service. With corporate headquarters in Lisle, Illinois, National Express oversees a vast network, including 250 local customer service centers (CSCs) across North America supported by regional operations teams. Durham School Services specializes in school transportation, providing safe and reliable transit for students across various communities. The company operates with a dedication to upholding the highest standards of safety and customer satisfaction, ensuring every passenger's well-being and maintaining positive employee relations at all levels.
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Job Requirements
- Bachelor’s degree in business administration, management or related field or 10-12 years of comparable experience
- At least 3 years of supervisory experience and P&L oversight
- Proven ability to meet service delivery expectations including customer and safety
- Ability to travel up to 10 percent
- Bi-lingual abilities a plus
- Knowledge of risk assessment to resolve customer issues which do not expose the Company to unnecessary risk
- Knowledge of the companies, service promise, services, capabilities, policies, procedures and practices to effectively manage CSC personnel
- Knowledge of customer service best practices to build strong customer relationships
- Knowledge of contract administration principles and practices to develop contractual agreements and/or Requests for Proposal documents
- Knowledge of leadership and management practices and techniques
Job Qualifications
- Bachelor’s degree in business administration, management or related field or 10-12 years of comparable experience
- MBA preferred
- At least 3 years of supervisory experience and P&L oversight
- Proven ability to meet service delivery expectations including customer and safety
- Bi-lingual abilities a plus
- Knowledge of risk assessment to resolve customer issues without exposing the Company to unnecessary risk
- Knowledge of the companies, service promise, services, capabilities, policies, procedures and practices to effectively manage CSC personnel
- Knowledge of customer service best practices to build strong customer relationships
- Knowledge of contract administration principles and practices to develop contractual agreements and Requests for Proposal documents
- Knowledge of leadership and management practices and techniques
Job Duties
- Delivers overall performance and results for the CSC
- Collaborates with company leaders to understand overall business goals and creates a CSC operating plan to support these objectives
- Ensures the CSC is a customer-centric team that is focused on building strong and effective partnerships
- Develops CSC plans and priorities to address resource and operational challenges as guided by the Regional Manager and company standard operating procedures and policies
- Communicates company values, strategies and objectives in an effort to share information and while encouraging feedback and input
- Review budgets and develop the annual operating plan business review
- Develop short and long-range business plans to increase incremental business, revenues and margins
- Directs, coaches and develops CSC staff including Operations Supervisor, Dispatcher, Router, Office Administrator, Driver Maintenance, Charter Coordinator and Safety Supervisor to obtain the required skills and abilities to act independently in their job assignments
- Builds company image by collaborating with customers, government, community organizations, and employees while demonstrating strong and ethical business practices
- Creates a culture of safety while providing a high quality of service
- Identifies key safety issues affecting the safety of passengers and employees and takes corrective action to resolve these concerns
- Meets regularly with school district administrators to review service quality and performance
- Enhances and builds on current customer relationships to ensure customer retention
- Works with Regional Vice President and Marketing & Sales department in gathering data and assisting in the sales process in pursuit of new business
- Exhibits the highest ethical best practices and personal integrity
- Shares concerns about suspicious or inappropriate behavior with their supervisor or manager
- Other duties as assigned
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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