Customer Service Lead Cx - Vancouver, Canada - GAT Airline Ground Support

GAT Airline Ground Support

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Lead Customer Service Agent (CSA)

Reports To:
Supervisor Customer Services / Operations Manager

Summary

The Lead Customer Service Agent assists in communicating policies and procedures within their operation. They assist with directing and coordinating activities to provide a safe environment for employees while maintaining fast and efficient services. This position requires working in a fast paced environment with time constraints to meet arrival and departure goals. A professional and positive image must be consistently displayed by the employee. "Lead by Example" concept is strongly promoted.
Leads must report to work on a regular and timely basis; report directly to the supervisor or manager on shift.
Relay instructions from Operations to all customer service agents.
Actively participates in the Safety Management System (SMS)
Performs all functions of a customer service agent, as needed.
Ensure employees are in compliance with uniform, appearance, and personnel protective equipment policies (uniform cleanliness, jewelry, professional appearance, etc.)
Works in conjunction with customer service team and remains within the footprint of each assigned flight to oversee the safe and timely operation.

Key Responsibilities

Ensure the health and safety of all workers
Be knowledgeable about the Act, Regulations, and Guidelines
Know work processes, the hazards involved and effective control measures for the hazards
Ensure workers are made aware of all hazards known or reasonably foreseeable
Ensure workers comply with the Act, the Regulations, etc.
Provide/verify workers' training before undertaking new tasks
Verify that workers' performance meets expectations for safety
Actively seek out emerging hazards
Correct improper work activities and conditions
Positively reinforce safe/proper work performance
Coordination and oversight of aircraft turnaround activities
Ensure that processes are delivered within SLA standards and compliance limits while adhering to safety requirements
Responsible for the safety and security of all employee

Job Duties

Conduct briefings on prearrival/departure for each flight; ensure check in counters are set up before check in opens, and prepare gate and arrival paperwork
Delegate daily flight responsibilities among customer service team members, and assign each CSA their tasks, and ensure the completion of such tasks
Ensure staff are aware and briefed on new policies, procedures, processes, etc. that are issued by the airlines and company
Verify cash floats at the beginning and end of each shift for the assigned flight(s)
Abide by and ensure integrity of all airline and company policies and procedures
Ensure documentation is clear, appropriate, and frequent enough to show a systematic approach
Coach, mentor, and train new staff upon completion of classroom and online training through OntheJob training
Take responsibility for the Lead role, and represent the company and the airline client being handled
Maintain communication with the Operations Manager and ensure they are notified of any changes to the situation
Ensure proper first aid procedures are administered to injured staff and correct reporting procedures are carried out
Intelex (Safety Management System
SMS) must be generated and sent out within 3 hours of occurrence
Participate in required meetings providing input and recommendations
Perform other customer service duties and other duties assigned by Supervisor
Maintain Quality Assurance oversight for operational issues relating to output and safety, providing suitable corrective and/or preventative actions where necessary
Ensure staff have access to the Quality Management System information in enabling them to comply with company policies, processes and procedures
Ensure employees are adequately trained in Quality Assurance to understand, implement, and maintain all quality objectives as outlined within our Quality Management System.
Cooperate fully with Inspectors to achieve quality inspection commitment
Preflight editing, flight monitoring and post flight monitoring

Requirements:

Must possess a High School Diploma or equivalent
Must be at least 18 years of age
Worked as a CSA for at least three (3) months
Be legally entitled to work in Canada
Ability to work on a permanent basis in Canada
Must be able to obtain airport security clearance which includes an extensive check of your last 5 years of employment, criminal record, and residence history
Ability to communicate with customers and fellow employees and serve as a team player under all types of conditions providing leadership
Ability to perform basic math calculations with time constraints and have attention to detail to ensure optimal accuracy for load plans
Must successfully complete airline specific training programs and recertification
Perform required airline and company audits upon request
Compute