Customer Service Lead

About Us

Since our first route in 1914, Greyhound has become a leading transportation company with the largest intercity bus service throughout North America. With operations throughout the U.S., Canada, and Mexico, and as a subsidiary of Flix North America since 2021, we continue to grow and transform our business and are committed to providing exceptional service to our clients. Join us as we carry on the tradition of taking people on a journey!

The Role

The Shop Lead assists leadership in overseeing various functions in a shop (aka terminal); including customer service, cash management, safety awareness, bus operations and on-time performance, presentation and cleanliness of the terminal and buses, and overall customer experience from beginning to end.

Responsibilities:

• Interacts with customers on a daily basis, providing support and assistance, answering questions, etc.
• Oversees and assists in resolution of customer complaints.
• Acts as mentor for current Shop Sales Agents, specifically for those working the ticket counters.
• Coordinates activities and provides guidance and coaching to other Shop Sales Agents
• Ensures adherence to company policies and procedures.
• Determines status of arriving buses and bus numbers. Determines if it is through, origin or cut-out schedule.
• Determines assigned arrival and departure gates.
• Assists with bus operations as needed to ensure a seamless experience for riders: including assisting with boarding procedures, verifying ticket lines are clear before departures, coordinating communications with drivers, etc.
• Assists management team with GPX accounting functions and cash controls.
• Performs daily GLI-804 inspections.
• Performs other duties as assigned

Qualifications

• High School Diploma or GED required
• 2+ years in hospitality or customer service; experience in travel terminals a plus
• 2+ years cash handling experience
• Passion for customer service and creating innovative solutions to keep customers committed to the brand
• Good problem solving and decision-making ability
• Ability to coach effectively and drive team engagement and positivity
• Spanish fluency a plus

We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply!