Customer Service Team Lead
2 months ago
Job Summary:
We are seeking a highly skilled and experienced Coastal Stations Supervisor to join our team at PAL Aerospace. As a key member of our operations team, you will be responsible for overseeing the day-to-day activities of our coastal stations, ensuring seamless customer service and efficient operations.
Key Responsibilities:
- Supervise and direct Customer Service Representatives in the North and South Coast stations.
- Plan and adjust work schedules to meet customer demands and operational requirements.
- Establish and maintain high standards of customer service and efficient functionality for each station.
- Identify key issues and develop creative solutions to overcome internal challenges or obstacles.
- Ensure sufficient staffing levels for efficient and effective operations.
- Provide coaching and mentoring, and conduct probationary and performance evaluations.
- Monitor departmental performance, including OTP and customer service levels, to ensure company standards are being met and exceeded.
- Ensure compliance with Air Borealis Tariffs.
- Interact with passengers and counter agents to ensure customer needs are met.
- Complete analysis on collected customer-related data and identify trends.
- Assist with Air Borealis reservations, including monitoring waitlisted traffic to ensure sufficient capacity for demand.
- Verify data in Reservation system is accurate.
- Oversee Daily Sales Reports for Coastal Stations, including daily bank runs.
- Ensure monthly OHS inspections are completed in a timely manner.
- Ensure coastal agents have the required tools to complete their jobs.
- Participate in company events and activities.
Requirements:
- Minimum of three to five years' experience as a Customer Service Representative or equivalent time in a Supervisory role.
- High level of professionalism and dedication to customer service excellence.
- Proficient in Microsoft Office Suite of Products.
- Embrace personal accountability and responsibility.
- Strong organizational and decision-making skills.
- Ability to manage multiple tasks while prioritizing and managing tight deadlines.
- Excellent verbal and written communication skills.
What We Offer:
- Comprehensive health benefits, including medical, dental, vision, and life insurance.
- Defined Contribution Pension Plan.
- Employee Stock Purchase Plan.
- Personal travel privileges with PAL and interline agreements with multiple airlines.
- Employee Tuition Assistance Program.
- Employee and Family Assistance Programs.
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