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For your reference, we have included the original job posting below.
Customer Service Supervisor Job
Job Number:
25280454
Company Name:
Expedia
Job Location:
Las Vegas, NV US
Job Category:
Clerical & Administrative
Customer Service Supervisor Job
Customer Service Supervisor
Job ID #: 12619 Company: Egencia Location: USA - NV - Las Vegas Functional Area: Customer Service and Call Center Employment Type: Full-Time Regular Education Required: Bachelors Experience Required: 3-5 Years Relocation Provided: To be determined
Position Description Position Description:
Supervisor will own the operational business responsibility for Egencia's service offerings of Domestic/International / Executive client relationship and will be the primary contact point for escalated traveler issues for all of our accounts. This position will interact with both internal and external business partners with a common goal of achieving and maintaining high quality and efficient services on a consistent basis, ensuring exceptional travel experiences for our valued corporate clients. This position is responsible for developing employees through coaching, counseling, reviewing quality assurance, conducting one-on-one meetings and overseeing employees' performance and productivity. Will also require active floor monitoring and providing professional assistance to consultants as needed. The Supervisor will be responsible for completing monthly scorecards, providing reporting and analytics and annual performance reviews for his/ her team members. Largely responsible for the Customer Experience, this individual will manage multiple facets of quality and established metrics.
Position Responsibilities :
Must maintain up-to-date working knowledge of Exec/INT'L skill sets Communicate quality and service commitments to consultants in a manner which ensures understanding at all levels (QRGs, training, email and coaching) Review operational key performance indicators to ensure issues are communicated to appropriate business owners and addressed accordingly Work with supervisory teams to gauge both consultant and center quality and training needs Maintain positive working relationships with business partners within Egencia and Client businesses, as well as with all Egencia Contact Centers Assist in the planning and implementation of new service products, programs and initiatives Participate in the problem solving process; assist in root cause analysis Responsible for creating and maintaining a team oriented environment Responsible for maintaining a positive rapport with all business partners and clients Responsible for coaching, mentoring and motivating others to ensure goals and standards are met successfully while maintaining a positive morale Understand trends and identify service enhancement opportunities; partner with necessary areas to implement resolution Represent Egencia in a polished and professional manner; maintain composure in times of stress Ensure the highest levels of service and professionalism are maintained Manage the communication of operational policies and procedures to their team, and ensure continued adherence Conduct weekly team meetings and one-on-one meetings with direct reports Responsible for monitoring scheduling, preparing and conducting employee performance reviews, handle absenteeism and other employee relation issues as applicable Participate in the interview process of new consultants Monitor calls, queues, emails, website changes and communicate actions Handle escalated customer service calls and resolve effectively Will manage day to day operations and other duties as assigned
Required Skills and Experience Effective communication skills; ability to communicate in a manner which ensures message is understood by all Excellent diplomatic skills; the ability to establish and maintain positive relationships with both internal and external business partners Ability to deliver excellent internal and external customer service Excellent problem-solving and trouble-shooting skills. Exceptional relationship management skills. Knowledge of Travel Industry procedures Ability to multi-task effectively is crucial; must be able to change gears quickly without skipping a beat Must have the ability to motivate, develop and effectively manage members of his/her team. Must have the ability to work with ambiguous and complex situations that do not necessarily have a prescribed resolution Self-motivated and able to work well with frequently-shifting priorities Ability to work flexible hours Proficiency in Microsoft Word, Excel, Access, PowerPoint and Outlook
Minimum Requirements:
Education: Bachelor's degree preferred and/or related experience
Experience: 5+ years experience in the travel industry. Corporate travel experience preferred. 3+ years customer service or account management experience
Experience with high level Executive & International customer service is required, preferably in a leadership role. A minimum of Three Years Experience in a leadership role is required, with previous experience leading through others and knowledge of the travel industry preferred. This position plays an integral role in ensuring established Customer Service standards are met and maintained. Must possess effective management strategies, as well as strong budgeting and forecasting abilities. Must have a strong leadership background, and the ability to motivate others. Enthusiasm, a strong aptitude for Customer Service and effective coaching techniques a must. Must have personal computer skills including: MS Word, Excel, PowerPoint, and be familiar with the use of reporting tools. Knowledge of Worldspan and Sabre GDS system. Ticketing experience is a plus. Knowledge and familiarity with eCommerce business may also improve a candidate's ability to succeed in this role.
