Implements strategic and tactical service plans with respect to customer service and the overall customer experience.

• Develops initiatives to increase sales and performs analysis and makes recommendations to ensure competitive advantage from a marketing, customer service and human resources perspective.

• Monitors performance of terminals, agencies and acts on deviations from standards or plans. Monitors success of the overall consumer engagement and satisfaction.

• Selects, trains and mentors managers. Ensures all personnel have been trained and/or retrained according to customer service principals.

• Promotes and ensures good labor relations. Works with Assistant Business Agents and Shop Stewards and handles 3rd level grievance resolutions.

• Ensures highest level of customer satisfaction & resolves escalated customer complaints.

• Ensures sound cash control and maintains GLI field accounting standards within district.

• Provides ongoing feedback to employees concerning strengths and areas of needed improvement.

• Prepares and communicates performance evaluation, including any changes in base pay. May recommend supplemental training programs.

• Ensures compliance with safety and environmental company standards, laws and regulations.

• Other projects or tasks as assigned.

Education:

High school diploma or equivalent (required). Bachelor's degree (preferred).

Work Experience:

• Hospitality or Customer Service (5-7 years).
• Planning and analysis (3-5 years).
• Budget responsibility (3-5 years).

Skills:

• Passion for customer service ability to create innovative solutions to keep customers committed to the brand. (required).
• Training, Motivation.
• Interpersonal (required).
• Analytical (required).