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 \xc2\xb7 Strong leadership with the ability to supervise and direct other employees. \xc2\xb7 Highly flexible, with the ability to respond quickly in a dynamic environment \xc2\xb7 Professional and respectful, with a positive work attitude \xc2\xb7 Timely with a high level of commitment to on-time performance is essential \xc2\xb7 Motivated with the ability to work independently and as part of a team \xc2\xb7 Effective verbal and written communication skills \xc2\xb7 High level of respect, understanding and regard for First Nations communities \xc2\xb7 Able to think critically and act logically to evaluate situations and provide sound judgment \xc2\xb7 Able to build and maintain lasting relationships with all departments, business partners and customers \xc2\xb7 Strong leadership and supervisory skills \xc2\xb7 Superior time management skills, multitasking skills and the ability to prioritize tasks \xc2\xb7 High level of integrity, confidentiality and accountability \xc2\xb7 Strong problem solving and analytical skills \xc2\xb7 Able to effectively train and develop personnel within their department \xc2\xb7 Able to handle stressful situations in a calm and effective manner \xc2\xb7 Customer Service-oriented with a commitment to exceptional service \xc2\xb7 Strong attention to detail \xc2\xb7 Willing to take initiative to make personal and organizational improvements Key Responsibilities and Accountabilities \xc2\xb7 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 \xc2\xb7 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 \xc2\xb7 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 \xc2\xb7 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 \xc2\xb7 Provide assistance with the preparation of performance plans and reviews for both inbound call centre representatives and check-in service representatives \xc2\xb7 Provide assistance with the monitoring and evaluating of both inbound call centre representatives\xe2\x80\x99 incoming calls and check-in service representatives\xe2\x80\x99 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 \xc2\xb7 Provide assistance and support with creating a respectful environment that stimulates, guides and encourages employees to realize their maximum potential, encouraging their professional development \xc2\xb7 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 \xc2\xb7 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 \xc2\xb7 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 \xc2\xb7 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 \xc2\xb7 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 \xc2\xb7 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 \xc2\xb7 Handle and resolve customer disputes \xc2\xb7 Embrace Perimeter\xe2\x80\x99s culture of safety and customer satisfaction, ensuring that staff members are actively participating in the Company\xe2\x80\x99s Safety Management System \xc2\xb7 Assist and step in for department as required \xc2\xb7 Perform additional duties as required Minimum Education, Experience and Certifications \xc2\xb7 High school diploma or General Education Degree (GED) equivalent \xc2\xb7 Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations \xc2\xb7 Experience using Microsoft Office Suite (Outlook, Excel, Word) \xc2\xb7 Minimum one year supervisory and customer service experience preferred \xc2\xb7 Post-secondary education in aviation or related program is considered an asset \xc2\xb7 Previous experience with an Airline Reservation Software System considered an asset (Amelia preferred) \xc2\xb7 Indigenous and Cultural Awareness Training considered an asset Working Conditions \xc2\xb7 Physically able to perform all listed job duties \xc2\xb7 Travel by aircraft and other means as required by role \xc2\xb7 Various shifts at a fast pace in order to meet service level requirements of the airline \xc2\xb7 Able to lift and carry up to 50 lbs \xc2\xb7 Manual dexterity required to use desktop computer and telephone Job Types: Full-time, Permanent Salary: $18.99 per hour Benefits:

• Casual dress
• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Employee stock purchase plan
• Extended health care
• Life insurance
• On-site gym
• On-site parking
• Vision care

Schedule:

• Day shift
• Monday to Friday
• Overtime
• Weekend availability

Supplemental pay types:

• Overtime pay

Work Location: One location Application deadline: 2023-04-21