The Lead Customer Service Associate will perform activities in accordance with company standards to accomplish the overall organizational goals. Responsibilities include providing excellent customer service, cash handling, safety awareness, on-time performance, cleanliness of terminal and buses, and providing a stellar customer experience. The Lead CSA will also serve as a mentor for other Customer Service Associates.
Responsibilities
- Interacts and interfaces with customers by providing information and assistance.
- Oversees and assists in resolution of customer complaints.
- Acts as a mentor for current CSAs, specifically for those working the ticket counters.
- Coordinates activities and provides guidance to CSAs.
- Ensures CSAs adhere to company policies and procedures; coaches employees when necessary.
- Determines status of arriving buses and bus numbers.
- Meets all late schedules in excess of published connecting times.
- Verifies ticket lines are clear before bus departs.
- Assists drivers with boarding procedures.
- Helps investigate tracing process issues.
- Assists management team with GPX accounting functions and cash controls.
- Performs other duties as assigned by the City Manager.
Experience/Skills
- Two (2) years of general knowledge of terminal, including work experience as a Ticket Agent and/or Baggage Agent.
- Good problem-solving and decision-making ability.
- Excellent oral and written communication skills.
- Basic math skills.
- Bilingual candidates preferred based on local business needs.
Physical Requirements
- Ability to handle packages/bags weighing up to 100 lbs.
- Office with heating and cooling.
- Outdoors, not sheltered from the elements.
- Ability to move about the office/terminal and between floors.
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