Assistant Customer Service Manager

At Red Arrow, you belong to a world-class team of innovators and industry leaders who are passionate about safely transporting people to and from their destinations. Our culture is driven by inclusivity and people who are empowered, proud, and believe in the power of a positive attitude.

The Assistant Customer Service Manager is primarily involved with supervision and administrative functions as well as having some involvement in performing day-to-day operations. The successful candidate will be a flexible team player who believes in providing outstanding customer service.

We offer a competitive salary and benefits package, free and ongoing training, employee recognition programs, and endless opportunities for advancement.

Primary Responsibilities:

• Recruit, orient, train and evaluate staff, ensuring proper staffing levels and encouraging ongoing employee development
• Schedule staff ensuring maximum efficiency is maintained
• Monitor customer service issues, ensuring that all customer complaints and concerns are handled efficiently and in accordance with company policies and procedures
• Ensure all required cash outs are accurate and completed in a timely manner
• Assist in preparing annual office budget and monitor expenditures
• Ensure all billing as well as timecards are accurate and submitted to accounting/payroll in a timely manner
• Report on office KPI's and financials on a regular basis
• Attend and participate in managers' meetings, conference calls and assigned committees
• Conduct staff meetings and prepare related agendas as well as participate in company's Health and Safety Committee
• Assist in all aspects of passenger operations as required, including processing bookings in person or over the phone and boarding/disembarking passengers
• Order office supplies as necessary
• Make arrangements for routine maintenance/repairs as required

Desired Qualifications:

• 5 - 7 years of experience in a customer service role
• Minimum 3 years of management experience
• Certificate or Diploma in Office Administration or related field preferred
• Experience with computerized ticket systems considered an asset
• Knowledge of accounting and record keeping practices in relation to ticket sales
• Excellent people management experience and strong interpersonal and communication skills
• Time management and organization skills; must be able to prioritize in a fast-paced environment
• High proficiency in MS Office and experience with databases
• Friendly, service-oriented personality