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Job Details

Company The Mark Travel Corporation
Requisition Number 17-0192
Post Date 8/10/2017
Title Customer Care Team Lead - Airline Research
City Milwaukee
State WI

Have you ever wondered what it would feel like to be a part of an entrepreneurial company where your unique abilities are celebrated, you increase your creative energy and your role adds value every day? Sound impossible? It's not.

La Macchia Enterprises (LME) has a unique story of being family-owned for over 40 years. We turn vacation dreams into long-lasting memories by focusing on our customers’ End-to-End Experience at every touch point. Our 1,000+ team members embody our core values, making us a global leader in leisure travel and technology. Our team is the reason we’ve earned a spot on the Top Workplaces list for multiple years.

Now it’s your turn to enhance your career. Grow and learn with us a Customer Care Lead - Airline Research, for The Mark Travel Corporation, a division of LME. You will support the Airline Research Supervisor to coach, develop and maintain a cohesive professional team in Milwaukee, Albuquerque and Orlando offices with the goal of maximizing revenue and exceeding our customers’ expectations. 

As a Customer Care Lead – Airline Research, you will:

  • Ensure contacts by phone and email are answered efficiently and within department goals.
  • Monitor staff performance and provide team member training while maintaining a positive work environment. 
  • Provide feedback to supervisor for performance reviews and challenge processes to increase efficiency and profitability.
  • Be the main contact in charge of the administration and reporting of a quality monitoring system.
  • Monitor schedule change resolution to help meet department goals.
  • Inform Supervisors of customer issues impacting delivery of end-to-end service.
  • Contribute to development and delivery of training and curriculum.
  • Provide feedback to Supervisors on team member performance for performance development as well as recognition of achievements.
  • Lead and organize greenhouse support from a quality monitoring perspective
  • Help to create process efficiencies to meet and exceed department service goals.
  • Complete at least 50% of required monitors for team members customer communications with a portion of side by side monitors and provide direct feedback.
  • Provide training and development recommendations based on call/email monitoring.
  • Work with other departments as needed to assist with inner/team relations.
  • Assist Supervisor in onboarding new team members.
  • Assist team members with day to day questions and/or customer service issues.
  • Communicate/follow up on system errors.
  • Assist staff in understanding existing or new policies, procedures and/or responsibilities.
  • Motivate staff to maximize productivity and minimize errors.
  • Experience with airline system preferred
  • Working knowledge of MS Office – Word, Excel, Outlook
  • Experience with internal reservation systems a plus
  • Demonstrated coaching, training and development ability
  • Passion for providing excellent customer service
  • Ability to problem solve
  • Ability to work independently

Benefits at a Glance:

  • Medical/Dental/Vision Insurance
  • Short and Long Term Disability
  • Life Insurance
  • Flexible Spending Accounts
  • 401(k) with employer match
  • Generous time off plan
  • Tuition Reimbursement
  • Travel Discounts
  • Team Member Referral Program
  • Wellness Program

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.

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