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Customer Service Lead

Company: Sun Country Airlines
Location: Minneapolis
Posted on: February 25, 2021

Job Description:

Tracking Code 571-362 Job Description When you come onboard at Sun Country Airlines, you are joining an experienced team of driven and talented employees. We affordably connect guests to their favorite people, places and memories, and we do it by cultivating a culture that encourages our team to pursue their passions in the air and on the ground - allowing you to Fly at the Speed of Life. We take pride in our company, culture, and comradery, and would love to have you join us. The Reservations Performance Coach position is responsible for supporting daily call center operations and Reservation Agent coaching/mentoring. Job responsibilities will include but are not limited to providing escalations support, coaching and development of Reservation Agents through day to day interactions, customer feedback and call listening. This role works to encourage and fostering a service and sales environment through training, mentoring and development. Essential Functions

  • Supports assigned Assistant Manager(s) with leadership of Reservation Agents
  • Coach and develop team members through day to day interactions, customer feedback and call listening
  • Works with assigned Assistant Manager(s) to assess performance of Reservation Agents using available reports and documents outcomes of performance review/coaching sessions
  • Works with Reservation leaders and training team to identify gaps and training needs for both new hire and recurrent training needs
  • Encourages Reservation Agents to provide their own answers using the Knowledgebase
  • Assist agents with questions about processes, policies and procedures
  • Intervene and handle escalated calls on an as-needed basis
  • Work with Reservation leaders and training team to communicate policy changes, new product information, and technical changes to agents to ensure accurate information is provided to customers
  • Contribute to the development of policy and procedure changes by sharing "real life" impacts on Customer Service staff and customers
  • Generate and distribute reports pertaining to assigned responsibilities as requested
  • Conduct Quality Assurance score carding and participate in Calibration sessions
  • Other responsibilities and projects as assigned by leadership Supervisory Responsibility Indirect leader with no direct reports. Required Skills
    • College degree and/or 2 years experience in customer service/call center leadership; or equivalent combination of education and experience.
    • Experience providing coaching and mentoring
    • Excellent PC skills with MS Excel, Access, Word, and PowerPoint experience
    • Work effectively with minimal supervision in a high speed environment
    • Excellent communication, organizational, and problem solving skills Required Experience
      • Available to work a rotating shift averaging 40 hours per week (including nights, weekends and holidays).
      • Able to work beyond scheduled shift time to accommodate call center needs
      • Knowledge of Sun Country Vacations programs, policies, procedures, and reservation systems preferred
      • Customer service de-escalation experience preferred All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsSun Country Airlines is an E-Verify Employer. We participate in the web-based system that allows the company to verify the identity and employment eligibility of newly hired employees by electronically matching information provided by employees on the Form I-9, Employment Eligibility Verification, against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS).Sun Country Airlines is a Zero Tolerance Drug-Free Workplace for all Safety-Sensitive functions. [1] A safety-sensitive function, as described in 14 CFR part 120, ---- 120.105 and 120.215, includes a flight crewmember, flight attendant, flight instructor, aircraft dispatcher, aircraft maintenance or preventive maintenance, ground security coordinator, aviation screener, air traffic controller, and operations control specialist. I understand and acknowledge that I will be required to undergo a DOT/FAA pre-employment drug test for the following prohibited drug (as defined in 49 CFR -- 40.85) prior to being hired or transferred into a Department of Transportation (DOT) safety-sensitive position as defined in 14 CFR part 120[1] : All prospective employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Job Location Minneapolis, Minnesota, United States Position Type Full-Time/Regular

Keywords: Sun Country Airlines, Minneapolis , Customer Service Lead, Hospitality & Tourism , Minneapolis, Minnesota

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