Customer Service Lead

The Customer Service Lead is responsible for providing a high level of customer service to partners, riders, Newtrax employees and to the community at large. Must also provide safe and reliable transportation for riders. The Customer Service Lead will supervise the Customer Service Specialists team and support operations. This role will provide guidance and coaching to the Customer Service Team in effort to incrementally increase the quality of professionalism and customer service that Newtrax provides. They are responsible for supporting the organization by providing dispatch services, emergency guidance/triage, answering and following up on phone calls/emails, data entry, resolving complaints, documentation, notifying management/other team members per protocols, technical support as needed and a back-up driver. Safety, first-aid, and CPR training provided. Conveniently located off 694 and HWY 61 in White Bear Lake.

Benefits of working for Newtrax:

· NO CDL REQUIRED!!

· Paid Training

· Medical, dental, vision, long-term disability, life insurance and PTO!

· Optional night and weekend work available.

· Overtime available.

· Convenient location.

· Starting range is $25 to $28.50 per hour. Based on skills and experience.

Required Competencies

Supervision: Ability to guide and support, effectively delegate tasks, distribute workloads, assign tasks and prioritize the needs.

Safety Consciousness: Be able to safely operate a vehicle and transport passengers (even and especially while under stress), obeying traffic laws and exercising caution and awareness with other drivers

Complex Problem Solving: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems and rapidly deploy them to address shifting conditions

Customer Service: Ability to consistently interact with a broad group of people (including clients, coworkers, and partners) with respect and a helpful attitude across a wide range of circumstances. Patient

Provide physical assistance to clients: Able to push wheelchairs, bend, stoop and sit for a long period of time.

Comfort with technology: Be able to use basic technology, GPS and computer programs with a high level of adaptability

Communication: Clearly and concisely describe changing conditions to key parties using multiple communication channels, i.e., ability to communicate to riders or drivers what is needed and communicate any changes and emergency situations. Excellent active listen skills, conflict resolution and empathy skills

Preferred Competencies

Supervision: Ability to guide and support, effectively delegate tasks, distribute workloads, assign tasks and prioritize the needs.

Database Management: Ability to use database infrastructure to manage specific pieces of data related to overall organization function; e.g., ability to help manage scheduling database

Driving/Working with people with disabilities

Job Activities

Supervise and coach Customer Service Specialist

A first point of contact for the organization

Dispatch support with those in the field

Support various departments with paperwork and data entry

Engaging in communication through email, phone and in person

Back up driver

Certifications/Other requirements

· 23 years of age or older.

· Current valid state driver’s license in good standing.

· Basic conversational English

Newtrax is a nonprofit collaborative organization that provides daily transportation from home to work and back for over 600 adults with disabilities in the Northeast Metro. We own a fleet of more than 50 wheelchair accessible 14-passenger buses, what we use to provide the group ride transportation. We run our own Customer Service center and maintenance garage. We reach out to help coordinate events with other employers, area faith communities, senior living communities and group homes where transportation is a barrier.

Key Words: Supervisor, Lead, Dispatch, Driver, Non-CDL, Customer Service, Specialist, Human Services, Department of Transportation, Community Impact

Starting range is $25 to $28.50 per hour, depending on skills and experience. For more information or to fill out an application on our website www.newtrax.org Newtrax is an equal opportunity employer. For those offered employment a drug screen is required. Window for applicants closes October 22.

Pay: $25.00 - $28.50 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person