Customer Service Manager Assistant
Beacon Mobility
Benefits
- Full Benefits
Skills
About the Role
Department: Operations / Customer Experience
Location: Internal Posting – Transit Team (Minnesota)
About the Role
The Customer Service Assistant Manager supports the daily leadership of the customer service team to ensure a caring, reliable, and connected experience for riders, families, and partners. This role helps oversee call center operations, service inquiries, and issue resolution while contributing to a positive, people-first culture. The Assistant Manager collaborates closely with Customer Service Supervisors, Dispatch, Operations, and Drivers to remove barriers and ensure every interaction reflects Beacon's values—because every ride matters.
Key Responsibilities
- Support the Customer Service Manager in daily oversight of customer service operations, staffing, and workflow.
- Coach, mentor, and assist in the development of customer service representatives to drive high-quality service.
- Monitor performance metrics including call quality, response times, Beacon Connect usage, and rider satisfaction.
- Help resolve escalated rider concerns with empathy, urgency, and professionalism.
- Partner with operations teams to ensure timely communication of service changes, incidents, and rider needs.
- Contribute to continuous improvement by identifying trends, recommending process enhancements, and supporting technology adoption.
- Maintain compliance with all MN DOT, FMCSA, FTA, and company policies.
- Support a culture of safety, collaboration, accountability, and fun.
Qualifications
- Prior experience in customer service, call center, transportation, or operations support preferred.
- Strong communication, problem-solving, and relationship-building skills.
- Ability to coach and guide employees with a people-first mindset.
- Comfortable using technology tools, monitoring metrics, and adapting to new systems.
- Demonstrated alignment with Beacon's values: We Care, We Do the Right Thing, We Collaborate, We Have Fun.
Beacon Mobility is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Beacon Mobility makes hiring decisions based solely on qualifications, merit, and business needs at the time.
Transit Team is the largest paratransit provider in the state of Minnesota.
For more than 65 years, we have led the region in providing safe, reliable and exceptional service to the elderly and people with disabilities all across the Twin Cities metropolitan area. It is truly a privilege to provide independence to the passengers we consider family.
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