626 Ferry Rd, Winnipeg, MB R3H 0C1, CanadaJob DescriptionEstablished 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 SummaryReporting 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 CharacteristicsStrong leadership with the ability to supervise and direct other employees.Highly flexible, with the ability to respond quickly in a dynamic environmentProfessional and respectful, with a positive work attitudeTimely with a high level of commitment to on-time performance is essentialMotivated with the ability to work independently and as part of a teamEffective verbal and written communication skillsHigh level of respect, understanding and regard for First Nations communitiesAble to think critically and act logically to evaluate situations and provide sound judgmentAble to build and maintain lasting relationships with all departments, business partners and customersStrong leadership and supervisory skillsSuperior time management skills, multitasking skills and the ability to prioritize tasksHigh level of integrity,



confidentiality and accountabilityStrong problem solving and analytical skillsAble to effectively train and develop personnel within their departmentAble to handle stressful situations in a calm and effective mannerCustomer Service-oriented with a commitment to exceptional serviceStrong attention to detailWilling to take initiative to make personal and organizational improvementsKey Responsibilities and AccountabilitiesAssist 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 centreProvide 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 resolvedAssist 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 searchesAssist 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 surpassedProvide assistance with the preparation of performance plans and reviews for both inbound call centre representatives and check-in service representativesProvide 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 appropriateProvide assistance and support with creating a respectful setting that stimulates, guides and encourages employees to realize their maximum potential, encouraging their professional developmentProvide 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 followedProvide 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 deliveryHave 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 expectationsProvide 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 escalatingResponsible and accountable for maintaining thorough knowledge of relevant Perimeter Aviation LP policies and procedures on internal control and risk management and consistently applying themProvide 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 reportsHandle and resolve customer disputesEmbrace Perimeter’s culture of safety and customer satisfaction, ensuring that staff members are actively participating in the Company’s Safety Management SystemAssist and step in for department as requiredPerform additional duties as requiredMinimum Education, Experience and CertificationsHigh school diploma or General Education Degree (GED) equivalentMust be able to obtain and maintain any applicable transportation security clearances and additional authorizationsExperience using Microsoft Office Suite (Outlook, Excel, Word)Minimum one year supervisory and customer service experience preferredPost-secondary education in aviation or related program is considered an assetPrevious experience with an Airline Reservation Software System considered an asset (Amelia preferred)Indigenous and Cultural Awareness Training considered an assetWorking ConditionsPhysically able to perform all listed job dutiesTravel by aircraft and other means as required by roleVarious shifts at a fast pace in order to meet service level requirements of the airlineAble to lift and carry up to 50 lbsManual dexterity required to use desktop computer and telephonePerimeter Aviation’s hiring policy is to recruit and select the best applicant for employment solely on the basis of their qualifications for the position. Perimeter Aviation LP does not discriminate against applicants based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status, disability or a conviction for which a pardon has been granted.We thank all candidates for their interest in the position; however only those selected for an interview will be contacted.Applicants will be reviewed on a rolling basis which may result in an earlier application deadline.626 Ferry Rd, Winnipeg, MB R3H 0C1, Canada#J-18808-Ljbffr

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