Lead Customer Service Agent

Description

General Responsibilities:

The Lead Agent is responsible for shift leadership in the assigned department with daily opera-tions. The Lead Agent is responsible for ensuring our agents are delivering the highest level of service to both our internal and external customers.

Major Responsibilities and Functions:

• Manage the daily schedules.
• Create and maintain a culture of service excellence while executing our customer service core values, accuracy, availability and highest level of passenger assistance.
• Assist passengers with flight information and way finding.
• Enforce DOA and TBI policies and best practices.
• Partner with other stakeholders to ensure the safe and efficient evacuation of our passengers and team members in the event of an emergency.
• Other assigned duties in various departments/locations

Requirements

Qualifications:

• Must demonstrate the required operational knowledge and experience to efficiently manage the daily operation.
• High School diploma or the equivalent.
• Candidates must be familiar with MS Outlook, Word, Excel and PowerPoint
• Must demonstrate the ability to communicate efficiently both written and verbally.
• Ability to establish and maintain good working relationships with TBI employees and other stakeholders.
• Must be flexible to workdays, nights, weekends, holidays and a minimum of 40 hours a week.
• Must have completed the 90-day probationary period.

Physical Effort:

Majority of time will be walking the concourse supervising the work of the agents. Ensure that pedestrian traffic is moving and unobstructed. Walking and standing for extended periods of time are required throughout the course of daily activities.

Mental Effort:

Operations are dynamic and situations may require immediate attention. This position has high exposure to the public and requires a professional approach and demeanour under all conditions.

It also requires a genuine willingness to assist persons with a wide range of requests and needs, including individuals with disabilities.