Assistant Customer Service Manager

Location: Kelowna, BC

At Ebus, you belong to a world-class team of innovators and industry leaders who are passionate about getting people Safely Home. You're a people mover and a difference-maker, living by a set of shared values, entrusted to safely transport people to and from their destinations. Our culture is driven by inclusivity and people who are empowered, proud, and believe in the power of a positive attitude.

The Assistant Customer Service Manager is primarily involved with supervision and administrative functions as well as having some involvement in performing day-to-day operations due to staff shortages or high customer volume. The successful candidate will be a flexible team player who believes in providing outstanding customer service.

We offer a competitive salary and benefits package, free and ongoing training, employee recognition programs, and endless opportunities for advancement.

Primary Responsibilities:

Recruit, orient, train and evaluate staff, ensuring proper staffing levels and encouraging ongoing employee development
Schedule staff ensuring maximum efficiency is maintained
Monitor customer service issues, ensuring that all customer complaints and concerns are handled efficiently and in accordance with company policies and procedures
Ensure all required cash outs and deposits are accurate and completed in a timely manner
Assist in preparing annual office budget and monitor expenditures
Ensure all billing as well as timecards are accurate and submitted to accounting/payroll in a timely manner
Report on office KPI's and financials on a regular basis
Attend and participate in managers' meetings, conference calls and assigned committees
Conduct staff meetings and prepare related agendas as well as participate in company's Health and Safety Committee
Assist in all aspects of passenger operations as required, including processing bookings in person or over the phone and boarding/disembarking passengers
Order office supplies as necessary
Make arrangements for routine maintenance/repairs as required

Desired Qualifications:

5 - 7 years of experience in a customer service role
Minimum 3 years of management experience
Certificate or Diploma in Office Administration or related field preferred
Experience with computerized ticket systems considered an asset
Knowledge of accounting and record keeping practices in relation to ticket sales
Excellent people management experience and strong interpersonal and communication skills
Time management and organization skills; must be able to prioritize in a fast-paced environment
High proficiency in MS Office and experience with databases
Friendly, service-oriented personality

Salary Range: $50,000 - $52,000 annually plus benefits package