Supervisor (Customer Care)

Job DescriptionWHAT'S THE JOB?  Position SummaryThe Supervisor, Customer Care plays a critical leadership role in delivering exceptional guest experiences within a fast-paced airport environment. This position is responsible for overseeing frontline customer care teams, ensuring service excellence, and upholding the highest standards of hospitality, professionalism, and operational efficiency.Ensure all OSRs are greeting members of the travelling public using the active offer or other French terminology as required by the GTAA  Successfully complete all required training and coursesPerform the work in accordance with instructions and directions issued by the GTAAAct as a first point of contact for customer complaints/escalations and address as required.Have an acceptable technical knowledge to work with automated processesAlways greet passengers with “Hello bonjour”Ensure employees are Validating and confirming passengers need and right of entry/exit to/from controlled and restricted areasEnsure employees Validate acceptable travel documentation to enable passenger entry to certain areasAssist passengers in preparing for processes, including guiding passengers through automated systems and use of kiosksControl the backflow of passengers into controlled/areasMonitor assigned area/zone to ensure the efficient and expeditious flow of passengersEstablish effective working relationships with other TSR’s and MO’s to ensure the availability of services consistent with passenger needsPrepare Incident/Occurrence Reports for any incident or event that directly involves customer complaints/concerns, safety/security, or operational issues/eventsMake recommendations for improvement that will increase the effectiveness of benefit the service delivery to our client and passengersConvey a professional and welcoming presence by interacting with employees, members of the traveling and general public while multi-taskingListen carefully and have patience with all passengers or visitors to PearsonBe proactive and assist passengers and guests by solving problems or directing them to the airline/stakeholder or information kiosk for assistanceTake direction and react quickly to changing prioritiesAchieve intermediate technology skills to be able to use specific airport equipment (hand scanner, cell phone, basic software programs)Maintain sharp observation skills along with awareness of surroundingsRead memos and communications before shift commencesPerform any additional duties assigned by managementEnsure stanchions in designated areas of the building as per approved layout. Each plan includes the number of stanchions, placement area, direction of flow, special class line and overflow plan.Ensures realigned or added stanchions when queues grow to maintain line managementEnsures clean stanchions to maintain serviceabilityAlways ensure care and control of any technology devicesQualificationsWHO ARE WE LOOKING FOR? Minimum 2–3 years of supervisory experience in customer service, hospitality, aviation, retail, or a high-volume public-facing environment.Strong leadership, communication, and interpersonal skills.Proven ability to remain calm, professional, and solutions-focused in fast-paced or stressful situations.High attention to detail with a strong sense of service quality and presentation.Successfully completed a minimum high school education or possess equivalent work related experienceEnjoy meeting and working with people while having an outgoing and engaging personalityBecomes a “I Am Toronto Pearson Ambassador”Possess clear, concise communication skills in English; French speaking an assetAbility to read, understand and provide guidance/instructions to othersAbility to realign stanchionsAbility to work individually or within a teamHave a clear criminal recordMust be eligible to work in Canada.Physically capable of performing all duties as set out in the Job/Position specifically physical demands of the position require the ability to stand for prolonged periods of time during the shift ability to walk long distances and the ability to lift and relocate stanchions in order to effectively manage and adjust queuesSelf-motivated individual with a strong attention to detail.Excellent written & verbal communication and active listening skills.Able to work weekends, and holidays.Possession of a valid Restricted Area Identity Card (RAIC), and ability to apply for RAIC prior to starting employment.Successful completion of initial and recurrent company training is a pre-requisite for employmentAbility to use a handheld device to record dataAdditional InformationWHAT'S IN IT FOR YOU?Be part of an industry that's more important than everEmployee Referral ProgramCareer advancement opportunities.Whereas other companies are downsizing, we are growingBe #1 on day 1 by joining an industry leader.Salary: $$40,000–$42,000 per yearHiring: Afternoon and Night Shift SupervisorsYearly pay increases Dexterra Group is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status, Indigenous status, or any other legally protected factors. Disability-related accommodations during the hiring selection process are available upon request. #IND1