Customer Service Representative

6 days ago

Richmond, British Columbia, Canada AGI Canadian Company Full time
About Us

AGI Canadian Company is a leading provider of airport concierge services, offering personalized meet and greet experiences to customers in approximately 25 airports across the United States and Canada.

Salary Information

We offer an estimated annual salary of $45,000 - $55,000 depending on experience and qualifications.

Job Description

This role involves coordinating details of new and existing service reservations, ensuring accurate booking and collection of service details. You will be the expert on Airport Butler products, services, and pricing, providing exceptional customer service to clients and concierge agents.

Responsibilities:
  • Answer busy incoming phone calls, emails, and text messages professionally and timely
  • Coordinate details of new and existing service reservations
  • Be the expert on Airport Butler products, services, and pricing
  • Accurately book reservations and ensure all service details are collected
  • Update reservations with changes and additions as needed
  • Assess what service details are missing and reach out to clients to collect as needed
  • Assign services to concierge and ensure all details are organized and sent prior to service
  • Send daily reminders of upcoming services via email and text to clients and concierge
  • Accurately track payroll hours of concierge agents across multiple airports in U.S.
  • Regularly collaborate with AGI leadership
  • Create and interpret in-depth pass down notes from shift to shift
  • Track service assignments and cancellations on shared documents, notify agents accordingly
  • Act as the main contact for concierge agents and clients – answer questions and/or concerns
  • Exhibit utmost confidentiality with clients and client information
  • Accept and accurately process credit card payments and invoices for services rendered
  • Provide excellent customer service to clients and concierge agents
Requirements

To be successful in this role, you must have a strong customer service background, superb phone skills, great attention to detail, ability to multi-task, and self-motivation. You should also possess a high school diploma/GED equivalent, minimum of one year of experience in customer service or call center environment, and proficiency in Microsoft SharePoint, Excel, Outlook, and Word.

Preferred Qualifications

We prefer candidates who are multi-lingual, have a high level of cultural awareness, knowledge of or experience in airport/airline industry, experience working in a remote environment, and knowledge of Freshworks Help Desk or similar customer helpdesk support software.

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