Customer Service Representative Supervisor

ABOUT US

Rocky Mountain Scenic Tours is one of the most reliable and successful Travel Agencies in Calgary, Alberta, Canada. We are proud to be a well-established and dynamic inbound and outbound agent with years of experience. Rocky Mountain Scenic Tours provides all types of tourist services: from inbound and outbound tour packages, extensive and unique excursions, hotel deals, ticketing, Rocky Mountains and Banff special tours, as well as professional Rocky Mountain photographers and ski guides. We also offer specialized tour series catering to wide interests like culture, destinations, adventure, as well as family holidays and much more with direct operations in most countries.

ABOUT THE OPPORTUNITY

We are seeking a full-time Customer Service Representative Supervisor to support our team. The ideal candidate will exhibit high standards, excellent communication skills, have the ability to take initiative, and prioritize daily tasks.

Wage: $34.00/hour

Hours: 30~40 hours/week

Location: 880 4 Ave SW Calgary, AB, T2P 0K4

Paid vacations: 2 weeks with pay after each of the first 4 years of employment. 3 weeks with pay after 5 consecutive years of employment.

Job duties and responsibilities:

• Oversee and lead a team of customer service representatives, ensuring they are properly trained and motivated to provide exceptional service

• Assist team members in handling complex customer inquiries, complaints, and issues to ensure a satisfactory resolution.

• Monitor and evaluate customer interactions to maintain high service quality and adherence to company policies and standards.

• Provide training and ongoing coaching to customer service representatives to improve their skills, product knowledge, and customer service techniques.

• Plan and manage work schedules for customer service representatives to ensure coverage during busy times and adherence to agency hours of operation.

• Ensure that the customer service team follows company policies, including pricing, reservation procedures, and refund policies.

• Maintain clear and effective communication with other departments, such as sales, marketing, and travel agents, to coordinate efforts and address customer needs.

• Collect and analyze customer feedback and use it to make improvements in customer service processes and procedures.

Essential Qualification:

• Completion of college or industry courses related to customer services is required.

• Minimum of one-year customer service supervisor experience is required.

• Excellent organizational and multitasking abilities.

• Strong communication and interpersonal skills.

• Attention to detail and a commitment to delivering high-quality work.

• Ability to work under pressure and meet tight deadlines.

• Flexibility to work irregular hours, when necessary, especially during peak travel seasons.

Please send your resume to , only qualified candidates will be contacted.