Customer Service Supervisor

The Talent Team at Perimeter Aviation•Winnipeg, MB

4d•Onsite

About The Position

Reporting to the YWG Base Manager, the Customer Service Supervisor is responsible to provide day-to-day supervisory support in the direction of operational and technical support to both the inbound call centre representatives and check-in service representatives, ensuring that effective and prompt customer service is provided at all times. The Customer Service Supervisor is responsible to provide assistance with the development of sales and service standards ensuring that all sales and service standards are maintained and policies and procedures are adhered to.

Requirements

High school diploma or General Education Degree (GED) equivalent
Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations
Experience using Microsoft Office Suite (Outlook, Excel, Word)
Minimum one year supervisory and customer service experience preferred

Nice To Haves

Post-secondary education in aviation or related program is considered an asset
Previous experience with an Airline Reservation Software System considered an asset (Amelia preferred)
Indigenous and Cultural Awareness Training considered an asset

Responsibilities

Assist customers/passengers at check-in counter/via telephone by following policies and procedures as they relate to customer service, e.g. monitoring carry-on baggage, issuing boarding passes and appropriate baggage handling procedures at ticket counter. Effectively handle incoming customer inquiries, booking flights and conveying information via telephone within call centre
Provide friendly, positive and prompt telephone customer service for customers contacting the call centre, ensuring that sales and service standards are maintained or exceeded at all times, e.g. follow-up on customer inquiries not immediately resolved
Assist customers via telephone by following policies and procedures as they relate to customer service, e.g. booking flights, performing various admin. duties, obtaining passenger information, completing lost baggage searches
Assist with coaching, developing and training of both inbound call centre representatives and check-in service representatives, ensuring that sales and service standards are achieved and customer expectations are surpassed
Provide assistance with the preparation of performance plans and reviews for both inbound call centre representatives and check-in service representatives
Provide assistance with the monitoring and evaluating of both inbound call centre representatives’ incoming calls and check-in service representatives’ counter service, ensuring quality customer service. Coaching both the call centre representatives and check-in service representatives, ensuring that feedback is both timely and appropriate
Provide assistance and support with creating a respectful environment that stimulates, guides and encourages employees to realize their maximum potential, encouraging their professional development
Provide assistance in maintaining an optimal level of customer service with both inbound call centre representatives and check-in service representatives by ensuring that the day-to-day duties, staffing schedules such as holidays, lunch hours/breaks and organization of staff attendance for seminars/training are being followed
Provide assistance in identifying and recommending efficiency opportunities, customer service improvement opportunities and/or new business opportunities to the Manager, Customer Service to optimize customer sales and service delivery
Have knowledge and understanding of current and relevant inbound call centre and check-in service industries recommending possible changes to Manager, Customer Service for improvements to keep Perimeter Aviation LP current in the marketplace and positioned to meet customer expectations
Provide assistance with technical, operational direction by providing support to both inbound call centre representatives and check-in service representatives, answering questions and ensuring that all customer inquiries and complaints are dealt with effectively before escalating
Responsible and accountable for maintaining thorough knowledge of relevant Perimeter Aviation LP policies and procedures on internal control and risk management and consistently applying them
Provide assistance in recording statistics, user rates and the performance levels for both inbound call centre representatives and check-in service representatives by assisting in the completion and preparation of all necessary reports
Handle and resolve customer disputes
Embrace Perimeter’s culture of safety and customer satisfaction, ensuring that staff members are actively participating in the Company’s Safety Management System
Assist and step in for department as required
Perform additional duties as required