The Charter Account Specialist Lead plays a key role in delivering an exceptional experience to our recurring charter customers. This position manages customer relationships, coordinates charter bookings, monitors customer satisfaction, and identifies opportunities to grow existing business.

The successful candidate will be proactive in recognizing changes in customer needs or satisfaction and taking appropriate action to maintain strong relationships. This role also works closely with internal teams and location partners to coordinate charter services and may provide informal mentorship and training to other team members.

Responsibilities

• Manage a high volume of inbound and outbound phone calls and emails from recurring customers looking to book new or recurring charter services or obtain information about upcoming trips.
• Build and maintain strong relationships with recurring customers while delivering a high level of customer service.
• Understand customer needs, gather all required booking information, and use effective sales techniques to identify upselling and additional business opportunities within Charter and First Student.
• Coordinate internally with locations and other teams to ensure upcoming charter requirements are communicated and supported.
• Send booking requests to locations with available capacity using the appropriate communication channels based on urgency.
• Maintain accurate and up-to-date customer records, including changes to key contacts and other relevant account information.
• Enter and maintain information in SharePoint and monitor responses from locations.
• Monitor customer satisfaction, pricing concerns, booking patterns, and changes in customer behaviour, taking proactive action when potential issues are identified.
• Respond to customer questions and concerns in a timely and professional manner, escalating issues to supervisors when appropriate.
• Stay current on policies, pricing, procedures, and other information relevant to customers.
• Serve as a resource and positive role model for other team members and provide support when needed.
• May facilitate classroom training for new and/or existing employees.
• Perform other duties and special projects as assigned.

Qualifications

• 5+ years of customer service or sales experience; previous experience in a call centre environment is preferred but not required.
• Excellent verbal and written communication skills with a professional, positive, and customer-focused approach.
• Strong customer service skills with a demonstrated ability to assess customer satisfaction and identify changes in customer needs or behaviour.
• Ability to actively listen, identify solutions, and create positive outcomes for both internal and external customers.
• Strong sales skills with the ability to identify upselling and additional business opportunities.
• Excellent attention to detail and ability to enter and maintain information accurately and efficiently.
• Proven ability to develop and maintain strong professional relationships.
• Ability to learn quickly and adapt to changing priorities in a fast-paced environment.
• Strong organizational and time-management skills with the ability to manage multiple priorities, assess urgency, and work independently with minimal supervision.
• Strong problem-solving and decision-making skills, including the ability to effectively navigate situations where established processes may be limited.
• Strong computer skills, including proficiency with Windows, Excel, Outlook, internet browsers, and the ability to navigate multiple systems.
• Collaborative mindset with a willingness to seek input, share ideas, and support team success.
• Previous experience supporting, mentoring, or training team members is considered an asset.

Physical Requirements and Working Conditions

• Ability to work in an office/call centre environment and remain seated for extended periods.
• Ability to move throughout the office and between floors, use standard office equipment, and access filing systems and cabinets.
• Ability to communicate effectively and efficiently in person, by telephone, and electronically.

Apply today and get your career on the road with First Student!

First for a reason:

At First Student, we are a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day! Our family of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II. Our employees are at the forefront of safety and innovation; they create and implement the most advanced training and technology the transportation industry has to offer.