The Agency Customer Experience Manager manages a group of sales locations owned/operated by contractors who sell products and services for Greyhound. The function of the Manager is to manage these sales locations, ensure the customer experience standards established by the company are met, ensure that the location is right sized to meet the current day business practices and volumes, monies are collected in accordance with Greyhound policy, identify opportunities for sales growth, ensure proper compliance with rules and regulations, establish facility presentation standards, follow up on customer service concerns, and ensures required training is completed.

Key Duties

• Ensure the Customer Experience Standards set by GLI are met
• Ensure NPS (Net Promoter Score) meets the Company standards by being engaged with the agents.
• Ensure OTP(On-time performance)basics and rules are implemented in terminals and agency locations by being engaged with agents and GLI employees
• Ensures the location footprint fits the current daily needs for a quality customer experience and is right sized to the current daily sales
• Follow up and acts on customer concerns in a timely manner
• Train agents on customer experience standards, Greyhound processes and procedures
• Financial monitoring and collection of funds owed to Greyhound
• Train agents on customer experience standards, Greyhound processes, policies, and procedures
• Ensure field communication/changes to the corporate office & local management occur in a timely manner
• Budgetary development and responsibility
• Perform regular driver compliance checks
• Represent the company in local small claims disputes
• Coordinate services provided at terminal by vendors and contractors
• Evaluate company goals and objectives and determine opportunities to maximize sales and customer service potential within local markets
• Relocation of Agencies to meet business requirements, to include
  • Who is selected and will they qualify background checks and application process
  • Where will the agency be located to meet the business requirements required by Greyhound and our customer
  • When will the relocation occur to meet the needs of the business
• Identify and escalate current and potential operational issues and risks, and develop action plans for senior management team
• Acts as a corporate representative with governmental bodies within the geographical area of responsibility
• Company Terminal: Ensures and maintains highest level of customer experience at terminal and agency locations. Follow up and takes action on customer concerns in a timely manner
• Company Terminal: Determine & Apply Discipline - Determines the appropriate level of discipline based on company policy
• Company Terminal: Resolve Conflict/Complaints - Discussed employee conflicts/complaints with appropriate parties to resolve the issue(s)
• Company Terminal: Selects, trains and mentors all terminal customer service supervisors
• Company Terminals: Basic understanding of federal, state and local labor laws
• Company Terminals: Ensures compliance with safety and environmental standards, including appropriate attendance of safety and risk reduction meetings
• Evaluate agencies performance based on KPIs set by GLI management and share performance reports with agencies.

Qualifications

• High school diploma required
• Advanced education (Post-Secondary, College or University) with business emphasis strongly preferred
• Valid driver's license required
• Valid passport required
• Proficient in Microsoft Office with emphasis on Excel, Windows applications
• Experience in computer installation preferred
• Prior Greyhound experience preferred
• Ability to manage multiple locations
• Prior experience in internal and external customer service preferred
• Selected geographies require bi-lingual (French or Spanish) fluency
• Must be able to work with minimal supervision
• Must have excellent verbal and written communications skills
• Must be able to travel extensively; 50% - 60% required