Customer Experience Team Lead (Hospitality/Travel/Accommodations) full-time

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LodgeLink is a Calgary-based company focused on innovative technology-enabled workforce travel services. With over 150,000 rooms and more than 1,500 properties listed throughout Canada and the United States, LodgeLink is one of the largest and fastest-growing marketplaces for workforce accommodation (hotels and lodges) and travel services in North America. Learn more: www.lodgelink.com LodgeLink is a caring company that applies innovative technology to transform workforce travel. We collaborate and share in a relentless pursuit to deliver superior customer experiences and help our customers get where they need to be. As a LodgeLink employee, you’ll join an agile, inventive, and dependable team with a bold vision to be the ecosystem for workforce travel. We look for exceptional, diverse people with an entrepreneurial spirit who want to join an innovative and rapidly growing company that is focused on customer success. People with a can-do team attitude, who are at their best when the pressure is on. If you thrive in a fast-paced environment and want a career, not a job, we might be made for each other. We are recruiting for a Customer Experience Team Lead in our Calgary office, reporting to the VP, Chief Commercial Officer. Customer service is vital to our success. Our customers count on LodgeLink to manage their crew accommodation booking needs, and we want to provide them with exceptional service. We offer the potential to advance your career along with the growth of the company. As a Customer Experience Team Lead for LodgeLink, you will be leading a team of Customer Service Representatives day-to-day and are responsible for ensuring inbound customer inquiries and concerns are resolved within established Service Level Agreements with a relationship-building approach. This role requires strong leadership, communication, training and coaching skills, and a can-do attitude. You will lead by example, while also coaching team members for performance, collaborate to improve processes, resolve issues, and contribute to business objectives. You will assist in interviewing, training and onboarding of new hires, team scheduling, and serve as a point of contact for the customer service team. The ideal candidate will have experience working as a lead/supervisor in one of the following industries: software, software as a service, hospitality, travel management or travel agencies, and a thorough understanding of the hospitality, corporate travel and/or accommodations industry. Work Schedule You should be available weekdays during regular office hours to optimize communication with all departments, however, rotational coverage after hours is expected. Manager will schedule their shifts based on business levels/customer demands or team schedules. Duties and Responsibilities: Lead a talented team of Customer Service Representatives (CSR) managing all customer service tickets for a 24/7 Call Centre; Inspire confidence by setting and communicating direction, displaying integrity, building trust, training team for improved outcomes, and moving toward team goals and metrics; Support continuous growth and development of the CSR Team; Take a lead role in understanding LodgeLink value proposition, new technology and our customers, and develop a team that is focused on delivering exceptional customer service; Create processes to review current customer demand in markets and work with supply and marketing to expand and promote; Work with the team to pro-actively discuss, plan, and implement process improvements and best practices that drive positive customer outcomes; Action and maintain accurate customer bookings and tickets and manage customer and supplier information through demonstrating and driving the importance of attention to detail across the team; Manage scheduling, staffing levels and Service Level Agreements based on analysis of customer service demand levels, ensuring adequate coverage for days off and after hours; Ch


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