Customer Service Supervisor

3 weeks ago

Richmond, Canada Pacific Coastal Airlines Full time

**Join our team**

Pacific Coastal Airlines is headquartered at the South Terminal building at Vancouver International Airport. Under the Pacific Coastal banner we fly scheduled and charter service between busy international airports, remote destinations, and beautiful communities in the province of British Columbia.

Customer Service Supervisor is a functional leadership position responsible for providing supervision, direction and support to all Customer Service Agents at the Vancouver base. The successful individual will be expected to role model behaviors that respect the corporate values, professionalism, diversity and service excellence to our internal and external customers.

**Responsibilities**:

- Ensure all ground operations are conducted in a structured, organized, efficient fashion, without sacrificing public safety, or the quality standards
- Build a strong, competent and cohesive team of employees that are motivated to support the Company's vision and uphold and reflect positively on the Company's values
- Provide leadership, training and performance management to all team members
- Foster and maintain a culture that is respectful, supportive and engaging
- Identify, address and support employee performance in a timely manner and engage in effective progressive discipline as necessary
- Ensure that all CSAs are provided with adequate training, currency checks and daily communication support
- Monitor and audit all areas of the base operations to ensure compliance with all published standards and regulatory requirements
- Actively participate in Base Supervisor team meetings
- Prepare work schedules, ensure adequate and efficient staffing
- Approve timesheets and authorize overtime hours according to standards
- Other duties as assigned

**Qualifications and Competencies**:

- Aviation/airline operations experience is a very strong asset
- A minimum of 5 years' experience in a customer service environment
- Minimum of two years' experience in supervisory or management role
- Clear and effective communication skills with demonstrated ability to have difficult conversations maintaining dignity and confidentiality
- Ability to work in a time-sensitive, ever changing environment where multitasking and problem solving are key attributes
- Demonstrated proficiency with computers and recent experience using Windows-based software
- Proven history time management and organizational excellence
- Must be able to obtain and maintain designated security clearance
- Must represent Pacific Coastal Airlines in a professional manner to our partners, vendors, and customers
- Flexible to work weekends, evenings, holidays and/or irregular shifts/overtime as the operation demands

**WHY PACIFIC COASTAL AIRLINES?**
- ** Company Culture**:We honour our company motto of People Friendly, People First for both our employees and our passengers. We encourage a positive, caring workplace and put a high value on collaboration, accountability, and loyalty. We are inclusive, respectful, and have a friendly corporate culture.
- ** Compensation**:We recognize and value industry experience by offering competitive compensation commensurate with prior experience as well as a company-match Group RRSP to assist with retirement planning.
- ** Health Benefits**:We offer a standard benefits package consisting of health, dental, vision, travel medical, life insurance, AD&D, STD and LTD, an employee and family assistance program, paid sick days, and paid personal emergency days.
- ** Travel Benefits**:We offer excellent travel perks within the Pacific Coastal network for employees, their families, and their buddies. Also available to employees and their eligible family members is standby travel on many other airlines across the world. Additionally, employees are eligible for corporate discounts with various hotels and restaurants within the communities we serve as well as steeply discounted cargo shipping within the Pacific Coastal Airlines network.
- ** Employee Programs**:We have employee recognition and reward programs, a milestone service recognition program and employee appreciation events throughout the year.

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