Customer Service Lead Cx
2 days ago
Lead Customer Service Agent (CSA)
**Reports To**: Supervisor Customer Services / Operations Manager
Summary
- The Lead Customer Service Agent assists in communicating policies and procedures within their operation. They assist with directing and coordinating activities to provide a safe environment for employees while maintaining fast and efficient services. This position requires working in a fast paced environment with time constraints to meet arrival and departure goals. A professional and positive image must be consistently displayed by the employee. “Lead by Example” concept is strongly promoted.
- Leads must report to work on a regular and timely basis; report directly to the supervisor or manager on shift.
- Relay instructions from Operations to all customer service agents.
- Actively participates in the Safety Management System (SMS)
- Performs all functions of a customer service agent, as needed.
- Ensure employees are in compliance with uniform, appearance, and personnel protective equipment policies (uniform cleanliness, jewelry, professional appearance, etc.)
- Works in conjunction with customer service team and remains within the footprint of each assigned flight to oversee the safe and timely operation.
Key Responsibilities
- Ensure the health and safety of all workers
- Be knowledgeable about the Act, Regulations, and Guidelines
- Know work processes, the hazards involved and effective control measures for the hazards
- Ensure workers are made aware of all hazards known or reasonably foreseeable
- Ensure workers comply with the Act, the Regulations, etc.
- Provide/verify workers’ training before undertaking new tasks
- Verify that workers’ performance meets expectations for safety
- Actively seek out emerging hazards
- Correct improper work activities and conditions
- Positively reinforce safe/proper work performance
- Coordination and oversight of aircraft turnaround activities
- Ensure that processes are delivered within SLA standards and compliance limits while adhering to safety requirements
- Responsible for the safety and security of all employee
Job Duties
- Conduct briefings on pre-arrival/departure for each flight; ensure check in counters are set up before check in opens, and prepare gate and arrival paperwork
- Delegate daily flight responsibilities among customer service team members, and assign each CSA their tasks, and ensure the completion of such tasks
- Ensure staff are aware and briefed on new policies, procedures, processes, etc. that are issued by the airlines and company
- Verify cash floats at the beginning and end of each shift for the assigned flight(s)
- Abide by and ensure integrity of all airline and company policies and procedures
- Ensure documentation is clear, appropriate, and frequent enough to show a systematic approach
- Coach, mentor, and train new staff upon completion of classroom and online training through On-the-Job training
- Take responsibility for the Lead role, and represent the company and the airline client being handled
- Maintain communication with the Operations Manager and ensure they are notified of any changes to the situation
- Ensure proper first aid procedures are administered to injured staff and correct reporting procedures are carried out
- Intelex (Safety Management System - SMS) must be generated and sent out within 3 hours of occurrence
- Participate in required meetings providing input and recommendations
- Perform other customer service duties and other duties assigned by Supervisor
- Maintain Quality Assurance oversight for operational issues relating to output and safety, providing suitable corrective and/or preventative actions where necessary
- Ensure staff have access to the Quality Management System information in enabling them to comply with company policies, processes and procedures
- Ensure employees are adequately trained in Quality Assurance to understand, implement, and maintain all quality objectives as outlined within our Quality Management System.
- Cooperate fully with Inspectors to achieve quality inspection commitment
- Pre-flight editing, flight monitoring and post flight monitoring
**Requirements**:
- Must possess a High School Diploma or equivalent
- Must be at least 18 years of age
- Worked as a CSA for at least three (3) months
- Be legally entitled to work in Canada
- Ability to work on a permanent basis in Canada
- Must be able to obtain airport security clearance which includes an extensive check of your last 5 years of employment, criminal record, and residence history
- Ability to communicate with customers and fellow employees and serve as a team player under all types of conditions providing leadership
- Ability to perform basic math calculations with time constraints and have attention to detail to ensure optimal accuracy for load plans
- Must successfully complete airline specific training programs and recertification
- Perform required airline and company audits upon request
- Compute
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