New Posting - Compass Group of Canada

Customer Service Lead Hand– Edmonton International Airport
Compass Group of Canada - 
$16.62 an hour

Compass Group Canada is the leading food service and support services company in Canada with over 25,000 associates and $1.45 billion in revenues. Our vision for growth and success is a powerful one, to combine fresh ideas with the industry’s greatest talent -- Great People, Great Service, Great Results! Marquise Customer Care is a member of Compass Group Canada, the country’s leading food service and support Services Company. There is one thing that every Marquise employee shares and it defines us as a provider of customer services: we are relentlessly people focused. We maintain this focus in all areas and it’s one of our main criteria in finding the best people for every position. We operate with the understanding that little things count, execution is everything, and people matter most. We are currently recruiting for Full time Customer Service Lead Hand for Edmonton International Airport in Edmonton, AB. Starting wage is $16.62 per hour. Flexible availability is required to work weekdays and weekends. Anticipated Start Date : October 1, 2016. General Description The Customer Service Lead Hand will be well versed in the operations of both the departures and arrivals of passengers will be able to supervise the daily operation; ensuring the movement of passengers in a friendly and supportive environment. They work closely with both CBSA and USCBP, utilizing a variety of available data to identify volumes to determine successful passenger flows. They are responsible for assisting with the implementation of new Customer Service initiatives, supervising Ambassadors and providing ongoing training for all Ambassadors. They are responsible for developing, motivating and leading associates. They maintain initiatives, policies, and procedures and ensure that Ambassadors on the floor are performing to the standards expected. Specific Responsibilities & Duties: Supervise the daily operation of either the USCBP, Customs hall, Quick Connect, Priority Lane, Induction Belts Works with the Training Manager and Office Coordinator to ensure new hires are trained according to the Marquise Training Procedures. Respond to emergencies, alarms and irregular operations as directed by a Manager, Concierge or EIA Operations. Performance Management; responsible for delivery of appropriate communication to improve employee performance / attitude while documenting all discrepancies in daily operations. Provide detailed information to the Manager with regards to all Annual Staff Performance Evaluations and assist with the delivery of such. Implementation of New Initiatives; responsible for the communication and training of all new service initiatives. Reporting/Quality Audits; completes relevant monthly reports, and performs weekly quality audits focused on improving service delivered including contributing to the monthly Customer Service Summary. Queue Management - Attends to queue issues, as it relates to the operation. Coordinates with the Office Coordinator with regards to scheduling. Attend all required daily meetings. Offer high levels of consistent, personalized, sincere and engaging service. Work closely with CBSA and USCBP officers, EIA Terminal Duty Manager and other EIA stakeholders Organize all breaks effectively while maintaining sufficient staffing levels during peak times. Coordinate the set up and remove of signage daily. Competent in all positions and able assist where required Anticipate changes in processes and in passenger volumes and redeploy accordingly Enforce policies and maintain documentation on all issues Coaching – Responsible for delivery of appropriate communication to improve employee performance / attitude. Additional duties as required. Qualifications: Minimum one year supervisory experience Post-Secondary Education or related hospitality training or equivalent experience is necessary Previous experience is the Service industry, preferably with the Airport and/or an Airline Must be an active team player, highly organized and results oriented to manage multiple functions Strong customer service instinct while maintaining a professional manner Must be able to work with minimal supervision, be self-motivated and resourceful Must be neat, professional and well groomed Solid contributor with excellent initiative, judgment and sense of responsibility Strong interpersonal skills and ability to deal with people professionally Must have excellent written and verbal communication skills with an excellent command of the English language; Additional languages spoken would be an asset Advanced knowledge of Microsoft Office, including MS Word and Excel Must be available to work flexible hours including nights, weekends and holidays Must have the ability to acquire and maintain RAIC clearance** Must be able to apply and maintain additional level of security clearances required by CBSA Must be able to repeatedly lift up to 50 lbs including but not limited to the set-up and removal stanchions through the airport and providing assistance to passengers and Ambassadors in the safe lifting of regular and oversize baggage. Intermediate level of expertise with Access, Word, Excel, PowerPoint and Outlook Core Competencies: Strong written and spoken communications skills Able to speak multiple Languages is considered an asset Strong interpersonal skills Ability to demonstrate tact, diplomacy, confidentiality, discretion and sound judgment Strong leadership skills Strong organizational skills Strong critical thinking Attention to detail How to Apply: Online: http://careers.compass-canada.com Fax: 1-866-272-9632*Important* Please quote Job title & location in your application. Thank you for your interest in a career with Compass Group! Only those selected for an interview will be contacted.We will consider your resume for additional opportunities.