Complaints Supervisor

About the position

The Complaints Supervisor is responsible for managing and resolving customer complaints related to the L&M Pre-K transportation services provided by First Student. This role involves investigating complaints, ensuring prompt and professional resolution, and maintaining a high standard of customer service. The Complaints Supervisor will also work closely with the operations, management, dispatch, routing, and safety teams to address underlying issues and prevent future complaints.

Responsibilities

• Manage and resolve customer complaints related to L&M Pre-K transportation services.
• Investigate complaints and ensure prompt and professional resolution.
• Maintain a high standard of customer service.
• Collaborate with operations, management, dispatch, routing, and safety teams to address underlying issues.
• Prevent future complaints through effective problem-solving.

Requirements

• Minimum 3 years of experience in customer service or complaint resolution, ideally within a transportation, logistics, or school bus company.
• Previous experience in a supervisory role is highly desirable.
• Excellent verbal and written communication skills.
• Strong problem-solving skills with a focus on customer-focused solutions.
• Ability to remain calm and composed under pressure.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Proven ability to supervise, motivate, and develop a team.

Nice-to-haves

• Experience in conflict management and resolution.
• Proactive approach to identifying and addressing issues before they escalate.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid holidays
• Vision insurance