Customer Service Specialist

** Customer Service Specialist**

**Job Category****:** Customer Service **Requisition Number****:** CUSTO025254 Showing 1 location **Job Details**

**Description**

The General Manager must possess the ability to work effectively in a team environment, partnering with senior management, business partners, and airport authorities.

General Managers are accountable for the following essential functions:

The day to day management of the staff including operational decisions and the overall coordination of activities to safely deliver the customer experience while achieving operational and financial objectives.

Provides leadership for all direct staff, in supporting their responsibilities and metrics, assuring the Company is the Ground Handler of choice.

**Job Description Summary:**

Assumes the leadership of the operations for the station, including a strong partnership with the airport safety team.

* Managing the day to day activities of the entire operation

* Prioritizing workplace safety with established metrics and Service Level Agreements

* Maintain financial performance of station

* Excel at operational performance of station

* Focus on client relationships and contract retention

* Developing and implementing strategies, processes and procedures that will effectively influence company profitability

* Achieving monthly performance metrics and all Service Level Agreements

* Identifying and securing new business opportunities

* Recruit, interview, train and hire employees as required

* Plans, organizes, manages and enhances Airport Customer Service functions including Passenger, Aircraft/Baggage Services, winter operations and IRROPS

* Anticipates, identifies and resolves service and operational problems, with a results oriented approach to Safety, Security and Performance

* Manages effective resource deployment to support Customer Service and On Time Performance in a financially responsible manner

* Establishes and maintains professional relationships with unions

* Makes concerted efforts to diffuse local disagreements with union representatives to prevent escalation

**Responsibilities:**

* Foster a safe working environment

* Hold employees accountable for the safety audit performance and all operational metrics

* Monitor and record operational and financial performance and report as required

* Spearhead new local account start-ups

* Resolve promptly all service issues to ensure contract retention

* Communicate all action plans and success factors with customers

* Promote any changes in corporate policy and procedures to station personnel

* Network with other departments and vendors to meet Airport Customer Service and Operational requirements

* Meet or exceed all established Key Performance Indicators and Service Level Agreements

* Demonstrate regular, predictable attendance at station

* Exceed the Company customer service and safety standards

**Education/Experience:**

* Associates degree or higher. High school diploma or equivalent may be substituted with four years relevant industry experience.

* Minimum of 3 years successful industry-related or aviation/airline experience in upper management required

**General Qualifications:**

* Eligible to work in Canada

* Ability to pass a Transport Canada background clearance and obtain a maintain a valid RAIC

* Valid State Drivers License with a verifiable safe vehicle operating record

**The Montreal International Airport (YUL) requires that all airport workers must be fully vaccinated against COVID-19 or, if subject to a valid medical or religious exemption, submit to weekly testing. In compliance with this mandate, job offers for PrimeFlight s YUL operations are contingent upon proof of COVID-19 vaccination. If you have questions or wish to request an exemption as a reasonable accommodation based on a medical condition or sincerely held religious belief, please contact hr@primeflight.com.**

**#PF_NOW**

**At Orkin, our purpose is to help protect the world where we live, work, and play.**

Our **Customer Service Specialists** are committed to this purpose.

Our **Customer Service Specialists** are full-time with benefits, fully paid training, competitive wages and the opportunity for career growth. At Orkin, we provide the most accurate, comprehensive, and efficient pest management services for both residential and commercial customers. **This position is ideal for the candidate that wants to be a part of a rock-solid company providing a valuable service to our customers while growing your career**

**The Successful Customer Service Specialist Will . . .**

Demonstrate a strong work ethic and capacity to handle high work volume in a great teamwork environment and:

* Contact customers to schedule and confirm service appointments

* Schedule appointments for technicians to minimize drive time and/or distance as needed, and suggest alternative routes when appropriate

* Schedule & communicate with Service Technicians to meet customer requirements

* Perform outbound calls to customers to follow-up on service received

* Perform outbound calls to customers regarding outstanding account balances

* Receive payments from past due customers

* Proficiently navigate a Windows-based & Web-based system to track routes and optimize current & future schedules

* Reschedule unserviced accounts within 24 hours

* Answer inbound customer service calls with an open, friendly greeting

* Utilize strong listening skills and probing questions to identify the customers concern and evaluate their needs

* Use strong communication skills to communicate/empathize with customers

* Work well within a team

* Participate in quality assurance processes/programs/initiatives as requested

***If you are organized, efficient, accurate and accountable with a strong ability to multi-task, then consider this key role as a part of the branch team***

**We Offer**

* Competitive hourly pay

* Comprehensive benefits package including medical, dental, vision, maternity & life insurance

* 401(k) plan with company match, employee stock purchase plan

* Paid vacation, holidays, and sick leave

* Employee discounts, tuition reimbursement, dependent scholarship awards

* **Quality, comprehensive training programs**

* Founded in 1901, Orkin is a global residential and business service provider who provides the most accurate, comprehensive, and efficient pest management services for both residential and commercial customers

* As the industry leader, we value PEOPLE, PROGRESS and PROFESSIONALISM

* The Pest Management Industry is growing and is a recession resistant line of business

* Orkin is financially stable and growing as the largest subsidiary of , (NYSE: ROL), headquartered in Atlanta, GA

**Requirements:** We require the ability to pass a drug screen. Candidates must meet the job requirements and perform job duties with or without accommodations.

**Skills**

**Required**

**Problem Solving Ability** *Intermediate* **Influencing Others** *Intermediate* **Customer Service** *Advanced* **Customer Focus** *Advanced* **Communication** *Advanced* **Self-Management** *Advanced* **Dedicated****:** Devoted to a task or purpose with loyalty or integrity **Goal Completion****:** Inspired to perform well by the completion of tasks **Ability to Make an Impact****:** Inspired to perform well by the ability to contribute to the success of a project or the organization **Education**

**Required**

High School/GED or better.

**Preferred**

Bachelors or better.

Some college or better.

**Experience**

**Required**

**2 years:** Proven customer service experience

**1 year:** Proficiency in MS Outlook, Word and Excel

**Preferred**

**3-4 years:** Scheduling or dispatch experience in a service industry

Equal Opport