Customer Experience and Logistics Rep

1 week ago

Rochester, United States Groome Transportation (ND) Full time $16
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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