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3 months ago
Sun Country Airlines
Location: Eagan
Job type: Permanent
Sector: Operations
Category: Customer Service Jobs
Essential Functions:

* Manages a team of 10-15 Reservations Specialists

* Coaches and develops team through day to day interactions, customer feedback and recorded/live call listening

* Prepares, reports, and documents Reservations Specialist performance and/or coachings

* Performs the role of a Reservations Specialist when assigned or during peak call times

* Work with Manager to identify training needs and gaps for both new hire and recurrent training needs

* Participate in supplier briefings, seminars, destination familiarization trips and meetings to remain current with product information

* Assist agents with questions about processes, policies and procedures; Intervene and handle escalated calls on an as-needed basis

* Communicate policy changes, new product information, and technical changes to agents to ensure updated/accurate information is provided to customers/distributors

* Contribute to the development of policy and procedure changes by sharing "real life" impacts on Res/Customer Service staff, impacted customers/distributors, and call handling performance.

* Participate in supplier briefings, seminars, destination familiarization trips and meetings to remain current with product information

* Generate and distribute reports pertaining to assigned responsibilities as requested

* Other responsibilities and projects as assigned by Call Center leadership

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