Supervisor, Customer Relations Jobs

Location: US-VA-Arlington
Job ID: 2023-2317
# of Openings: 1
Category: Customer Operations and Support
About The Role:
It's a great time to join us at Airlines Reporting Corporation (ARC)! ARC accelerates the growth of global air travel by delivering forward-looking travel data, flexible distribution services and other innovative industry solutions. We are a leading travel intelligence company with the world's largest, most comprehensive global airline ticket dataset, including more than 15 billion passenger flights. By working here, you can contribute to solutions and expertise that strengthen economies and enrich lives. We think big, embrace challenges and explore new ideas to lead the way for the travel industry.
ARC is hiring a Supervisor, Customer Relations who will oversee the daily activities of ARC's call center representatives to ensure customers are provided accurate, complete, and timely resolution to their inquiries. In this role, you will provide representatives with training, tools, and knowledge needed to successfully manage all customer interactions by telephone and email. You will provide coaching, feedback and development to representatives based monthly customer interaction performance metrics and individual performance in other areas and ensure a positive and productive work environment with a focus on retention and development of talent.
What You'll Get to Do:

• Represent the Customer Care Center in internal meetings and participate in new product development projects that impact customers.
• Oversee department quality standard achievement through monthly monitoring of reports.
• Oversee daily activities of call center representatives to ensure customers are served to satisfaction; ensure workforce management is effectively implemented to optimize the productivity of call center team members on departmental key performance indicators.
• Serve as escalation point for more difficult and complex customer issues; Manage customer complaints in a professional manner, according to departmental procedures; Answer incoming calls during periods of high call volume.
• Establish and maintain relationships with team members that promote a productive and harmonious atmosphere. Guide and motivate team members to achieve individual and departmental goals.
• Identify process improvements and take a lead role in communicating the needs and coordinating plans for implementation.
• Provide coaching, feedback, and development to call center representatives based on monthly customer interaction performance metrics and other individual performance areas; Provide training, tools, and knowledge to call center representatives to ensure successful customer interactions.

You'll Bring These Qualifications:

• Monday - Friday shift work required and may have to work outside of normal business hours
• College degree preferred; equivalent experience considered
• Experience in Salesforce preferred
• 4+ years supervisory/team lead experience in a call center, help desk or reservation center preferred
• Must possess strong PC skills in an MS Windows environment. Proficiency in the following software packages is required, as is the ability to learn other/new software packages quickly and completely: MS Word, MS Excel

What We Can Offer You:

• Our employees value the hands-on learning and professional development opportunities that allow them to expand their skills and grow their career in new, dynamic ways.
• Joining ARC means joining a team that is motivated, diverse, creative, collaborative and solutions-oriented. We think big, embrace challenges, and explore new ideas to lead the way for the travel industry.
• ARC offers WorkFlex. WorkFlex is ARC's new work model, allowing employees in eligible roles to work virtually without set days in the office. ARC employees can work from the office, at home, or any combination of the two. There will be times when it is important to gather in-person and WorkFlex employees will be expected to come into the office or another location, when needed.
• Offer a highly competitive, comprehensive benefits package so you can worry less and focus on what truly matters.
• By joining ARC, you will partner with top minds in the industry as we use data and technology to innovate how the world travels.

EOE M/F/D/V Females and Minorities Encouraged to Apply
PM21

PI228238512