Job Description & How to Apply Below
Job Description 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…
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