Customer Service Supervisor

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 schedules such as holidays, lunch hours/breaks and organization of staff attendance for seminars/training are being followed
• Provide assistance in identifying and recommending efficiency opportunities, customer service improvement opportunities and/or new business opportunities to the Manager, Customer Service to optimize customer sales and service delivery
• Have knowledge and understanding of current and relevant inbound call centre and check-in service industries recommending possible changes to Manager, Customer Service for improvements to keep Perimeter Aviation LP current in the marketplace and positioned to meet customer expectations
• Provide assistance with technical, operational direction by providing support to both inbound call centre representatives and check-in service representatives, answering questions and ensuring that all customer inquiries and complaints are dealt with effectively before escalating
• Responsible and accountable for maintaining thorough knowledge of relevant Perimeter Aviation LP policies and procedures on internal control and risk management and consistently applying them
• Provide assistance in recording statistics, user rates and the performance levels for both inbound call centre representatives and check-in service representatives by assisting in the completion and preparation of all necessary reports
• Handle and resolve customer disputes
• Embrace Perimeter’s culture of safety and customer satisfaction, ensuring that staff members are actively participating in the Company’s Safety Management System
• Assist and step in for department as required
• Perform additional duties as required

Minimum Education, Experience and Certifications

• High school diploma or General Education Degree (GED) equivalent
• Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations
• Experience using Microsoft Office Suite (Outlook, Excel, Word)
• Minimum one year supervisory and customer service experience preferred
• Post-secondary education in aviation or related program is considered an asset
• Previous experience with an Airline Reservation Software System considered an asset (Amelia preferred)
• Indigenous and Cultural Awareness Training considered an asset

Working Conditions

• Physically able to perform all listed job duties
• Travel by aircraft and other means as required by role
• Various shifts at a fast pace in order to meet service level requirements of the airline
• Able to lift and carry up to 50 lbs
• Manual dexterity required to use desktop computer and telephone