Customer Experience

2 weeks ago

Macon, United States Groome Transportation (ND) Full time
Job Description:
Manage airport shuttle operations by delivering an excellent customer experience while managing scheduled trips, passenger capacity, fleet and team assignments in a dynamic, fluid environment while ensuring compliance with corporate and Department of Transportation (DOT) regulations.
ROLE AND RESPONSIBILITIES

Assume lead of shift, take report from prior shift focusing on contiguous safe operations
Trip capacity management to increase capacity as demand dictates

Oversee that all shuttle trips have adequate staffing scheduled for current day and next week including scheduling additional drivers, as needed, for trips with high passenger demand

Ensure fleet is fueled, cleaned, and departs on time from all scheduled departure locations

Fueling compliance
Fuel card oversight and management

Utilize cloud-based digital tracking sheets to update and maintain operation management logs, while simultaneously utilizing reservation/scheduling software
Monitor route road conditions and assess re-route possibilities, informing drivers, as needed, to ensure safe operations
Provide support and detailed information for drivers, fleet services and management including communicating issues related to passenger accommodations, weather, accidents, road hazards and other items that impact safe and efficient operations
Support management with emergency action procedures
All accidents, incidents and injuries reported to management immediately
Initiate coordination of injury hotline for employees and/or emergency medical services as required for accidents, incidents and injuries based on the situation
Administer post-accident DOT testing and prepare initial accident reports accurately and thoroughly

Perform in-house drug and alcohol tests as required per corporate and DOT regulations

Anticipate potential customer service issues and coordinate with management and staff to resolve in advance and maintain communication with customers
Identify and resolve internal and external customer inquiries and requests, problem-solving reservation issues and deescalating issues when able but elevate through chain of command, as appropriate
Be empathetic to customers while deescalating situations, providing a balance between customer needs and company policy
Assist drivers with logging into tablets, completing DVIRs, accepting changes and utilizing software for electronic inspection reports, logging hours of service, and passenger itineraries
Attend safety and policy training to ensure customers and our team are safe at all times
Fleet support and management utilizing cloud-based digital tracking sheets and/or software system to update and maintain fleet availability and issues for Fleet Services
Remove fleet from service if safety issues are reported and report appropriately to management team
Adhere to fleet transfer and out of service policies
Perform daily IT and other audits as part of shift change and report discrepancies to management
Adhere to and enforce all corporate, local and federal safety policies, inclusive of DOT, OSHA, child safety seat, etc.
Demonstrate friendly and professional internal and external customers interactions at all times
Perform daily reconciliations, as required
Provide detailed shift summaries to management and operations team to ensure a safe, informed contiguous operations between shifts
Work effectively in a fast-paced, dynamic environment

WHY WORK WITH GROOME TRANSPORTATION
Members of our team enjoy our benefits which include healthcare, flexible schedules, and opportunities for career advancement in a safe, friendly, and inclusive team. Benefits can include:

Medical, Dental, & Vision Insurance
Paid Time Off (PTO)
Bonus Programs and Incentives
Bi-Weekly Pay
Holiday Pay Opportunities
Paid On-The-Job Training
Development & Career Advancement Opportunities

Job Requirements:

Ability to communicate effectively
Embraces diverse people, thinking and styles
Minimum 18 years of age
Reliable and committed to maintaining excellent attendance, performance, self-motivation and goal attainment
Strong Computer skills and web-based software applications
College degree preferred and/or relevant experience
Successfully pass a pre-employment background screening and drug testing

PREFERRED SKILLS

Safety and Service-Oriented Individuals
Quickly Identifying and Owning Customer Issues
Making Quality Decisions and Actively Searching for Solutions to Problems
Interacting with a Diverse Group of Customers and Colleagues
Willing to Learn and Use Company Technology
Looking for Opportunities to Advance and Manager in Training Opportunities
Punctual and Flexible Individuals with a Team Mindset
Availability to Work Nights, Days, Weekends and Holidays
Reliable Transportation to Work

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