Lead Customer Service Representative

Job Title: Lead Customer Service Representative

Department: Reservation Center

Reports To: Reservation Manager

FLSA Status: Non-exempt

Summary:

The Lead Customer service Representative directly assists the Reservation Manager in most of their responsibilities. They must enjoy leading and supervising employees, customer service, and handling incoming and outgoing calls. He or she must have the ability to use various computer programs; Microsoft Word, Excel, Outlook, and Internet. They need to be able to troubleshoot problems and provide efficient and accurate answers to our client’s inquiries. This position also requires handling administrative duties such as faxing, copying, filing, and compiling research.

Essential duties and responsibilities include the following. Other duties may be assigned.

• Leads, directs, and monitors staff activities to ensure that prompt, courteous, and accurate service is provided to our customers.
• Manages any employee or customer issues that may arise in accordance with company policies.
• Handles outbound and inbound calls from airline and rail lodging clients.
• Handles incoming requests from airline and rail lodging customers by email or fax and managing their inquiries or requests.
• Obtains and evaluates all relevant data to handle complaints and inquiries.
• Identifies, researches, and resolves customer issues.
• Ensures that all shifts are adequately staffed.
• Completes call logs and reports.
• Attends department and team meetings as needed.
• Recommends and implements new and improved procedures to enhance and expedite work.
• Assists the Reservation Manager with special projects as needed.
• Participates in departmental and team meetings.

Requirements:

• Great leadership and supervisory skills.
• Excellent communication skills both verbal and written.
• Excellent PC skills. Strong typing and Internet navigation skills required.
• Proven ability to provide excellent customer service.
• Ability to work in a high volume, high pressure, deadline-oriented environment.
• Ability to work independently and as a contributing team member.
• Excellent telephone voice in terms of tone, clarity, pronunciation, and proper use of grammar.
• Strong listening, problem solving, and multi-tasking skills.
• Previous customer service or call center experience is preferred.
• Previous airlines/rail and/or hotel experience is preferred.

· Based on business needs, will work varied hours, holidays and/or on call.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Four years of college or university program certificate; or two years of related job experience and/or training, or equivalent combination of education and experience. Some previous supervisory/leadership experience is preferred but not required.

Language Skills:

Ability to read and interpret documents such as procedure and software manuals and work instructions. Ability to write routine reports and correspondence. Ability to speak and communicate well with others.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability:

The ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Other Skills and Abilities:

Must be familiar with current software packages such as MS Office.

Certificates, Licenses, Registrations:

None required for this position.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If the employee needs a reasonable accommodation, he/she should notify Human Resources.

Individuals may need to sit or stand as needed. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder height or below the waist and lifting as required filing documents or storing materials throughout the work day. Proper lifting techniques are required. May include lifting up to 25 pounds for files on occasion.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. For the most part ambient room temperatures, lighting, and traditional office equipment as found in a typical office environment.

Company Description

Travelliance is the worlds leader in airline and workforce lodging logistics, with the industry's largest hotel database. No matter where you need to travel, your crews, executives, teams and even disrupted passengers will always find safe, clean, comfortable rooms waiting.

Work location: Minnetonka, MN