Customer Service Supervisor

Established in 1960, Perimeter Aviation LP is a diversified company that is a subsidiary of the Exchange Income Corporation which has recently grown through the merger with Bearskin Airlines. With approximately 900 employees, we operate a fleet of 45+ aircraft including the Metro 2, 3, 23, Merlin and Dash 8 aircraft. We are based in Winnipeg and Thompson, Manitoba as well as Sioux Lookout, Timmins, Thunder Bay, and Toronto Ontario. We provide scheduled passenger and freight services to Northern Manitoba and Northern Ontario, 24/7 North American charter services, Medical evacuation services and a full-service maintenance facility including design engineering, NDT, and Garrett turbine engine services.
We are a Canadian company, proudly building a diverse workforce that is driven by a shared sense of community, customer service and a dedication to safety. We’re fostering a culture where our employees will feel proud of the work they do and the company they work for. We seek employees with a positive attitude in providing excellent service to the communities in our network.
Position Summary
Reporting to the YWG Base Manager, the Customer Service Supervisor is responsible to provide day-to-day supervisory support in the direction of operational and technical support to both the inbound call centre representatives and check-in service representatives, ensuring that effective and prompt customer service is provided at all times. The Customer Service Supervisor is responsible to provide assistance with the development of sales and service standards ensuring that all sales and service standards are maintained and policies and procedures are adhered to.
Personal Characteristics
- Strong leadership with the ability to supervise and direct other employees.
- Highly flexible, with the ability to respond quickly in a dynamic environment
- Professional and respectful, with a positive work attitude
- Timely with a high level of commitment to on-time performance is essential
- Motivated with the ability to work independently and as part of a team
- Effective verbal and written communication skills
- High level of respect, understanding and regard for First Nations communities
- Able to think critically and act logically to evaluate situations and provide sound judgment
- Able to build and maintain lasting relationships with all departments, business partners and customers
- Strong leadership and supervisory skills
- Superior time management skills, multitasking skills and the ability to prioritize tasks
- High level of integrity, confidentiality and accountability
- Strong problem solving and analytical skills
- Able to effectively train and develop personnel within their department
- Able to handle stressful situations in a calm and effective manner
- Customer Service-oriented with a commitment to exceptional service
- Strong attention to detail
- Willing to take initiative to make personal and organizational improvements

Key Responsibilities and Accountabilities
- Assist customers/passengers at check-in counter/via telephone by following policies and procedures as they relate to customer service, e.g. monitoring carry-on baggage, issuing boarding passes and appropriate baggage handling procedures at ticket counter. Effectively handle incoming customer inquiries, booking flights and conveying information via telephone within call centre
- Provide friendly, positive and prompt telephone customer service for customers contacting the call centre, ensuring that sales and service standards are maintained or exceeded at all times, e.g. follow-up on customer inquiries not immediately resolved
- Assist customers via telephone by following policies and procedures as they relate to customer service, e.g. booking flights, performing various admin. duties, obtaining passenger information, completing lost baggage searches
- Assist with coaching, developing and training of both inbound call centre representatives and check-in service representatives, ensuring that sales and service standards are achieved and customer expectations are surpassed
- Provide assistance with the preparation of performance plans and reviews for both inbound call centre representatives and check-in service representatives
- Provide assistance with the monitoring and evaluating of both inbound call centre representatives’ incoming calls and check-in service representatives’ counter service, ensuring quality customer service. Coaching both the call centre representatives and check-in service representatives, ensuring that feedback is both timely and appropriate
- Provide assistance and support with creating a respectful environment that stimulates, guides and encourages employees to realize their maximum potential, encouraging their professional development
- Provide assistance in maintaining an optimal level of customer service with both inbound call centre representatives and check-in service representatives by ensuring that the day-to-day duties, staffing sch