Customer Service Manager II (CSM II)

The CSM II is a full-time position responsible for supporting customer service, administrative operations, business systems, account management, marketing, business development, and the day-to-day coordination required to deliver reliable passenger transportation services. The CSM II manages routine and non-routine customer and administrative matters within established authority while helping coordinate internal workflows across reservations, scheduling, billing, customer accounts, transportation operations, and business development. The position requires professional communication with customers, employees, businesses, vendors, and community partners while maintaining accurate records and delivering a high level of customer service. Primary responsibilities include responding to customer inquiries and resolving service concerns; assisting with reservations, account administration, scheduling, and customer records; supporting billing, invoice review, payment reconciliation, and discrepancy resolution; maintaining spreadsheets, reports, electronic records, and business systems; coordinating administrative workflows and communicating with operational staff; monitoring service quality; and identifying opportunities for process improvement. The CSM II also supports marketing and business-development activities. Responsibilities may include creating and updating flyers and promotional materials, assisting with social media content and campaigns, participating in vendor and community events, researching prospective business customers, conducting B2B outreach, maintaining opportunity and prospect information, following up with potential customers and partners, and assisting with proposals and contract-development activities. As proficiency develops, the CSM II will independently coordinate more complex customer and account matters, support workload coordination and staff guidance, maintain business-development pipelines, assist with new account transitions, strengthen customer and business relationships, and help improve internal procedures and service-delivery processes. The position may interact with customers and prospective partners across multiple passenger transportation service lines, including airport transportation, workforce transportation, corporate and institutional transportation, private and group transportation, recurring transportation services, and special events. Qualified candidates should possess a high school diploma or equivalent and prior customer service, administrative, office, account-support, or related experience. Candidates should demonstrate strong written and verbal communication skills, organization, attention to detail, professionalism, basic mathematical and reconciliation abilities, computer proficiency, and the ability to learn new business, scheduling, dispatch, customer-management, and transportation systems. Candidates should also be willing to develop competencies in marketing, social media, vendor-event participation, B2B prospecting, business development, account management, and transportation-industry operations. The ability to manage multiple priorities, protect confidential information, exercise sound judgment, and work effectively in a growing business environment is essential. Structured training and development will include company services and policies, customer service and service recovery, business systems and records, account administration, billing and reconciliation, quality assurance, marketing and social media, vendor events, business development, B2B outreach, opportunity tracking, account transition, and advanced operational coordination. The CSM II will work within established levels of authority. Final pricing decisions, binding contracts, legal terms, and transportation capacity commitments remain subject to authorization by designated executive leadership. The successful candidate will have the opportunity to develop toward independently coor inating customer accounts, administrative workflows, marketing activities, business-development opportunities, and other responsibilities supporting continued organizational growth.