Global Charter Services, Inc Hiring for Manager, Sales Operations Job at Remote Full Time

Manager, Sales Operations

About Global Charter Services, Inc.

Global Charter Services, Inc. is the holding company for BusBank, Buster, CorporateShuttle.com and
FestDrive. With over 20 years of experience chartering buses and the highest retention rate in the business, we are the most reliable partner in bus charter services. All of our brands are focused on making chartering buses easy for our customers. GCS is headquartered in Chicago and has offices in
New York City, and staff based in many states in the USA. We are financially backed by a group that includes the executives that have led Lancer Insurance and Booking.com.

GCS is an equal opportunity employer.

About You

The ideal candidate is passionate about the Customer and our Operator Partners. You not only want to ensure every customer has a positive experience, but you are consistently in a “what can we do better” mode. You’re a self-starter, excellent communicator, hands-on manager looking for the opportunity to drive change.

About the Opportunity

This is a hands-on position with team shifts encompassing both evenings and weekends. You’ll have the opportunity to create and consistently provide a positive Customer Experience through policy and process research, development and implementation.

GCS Inc. views itself as a start-up with an “all hands on deck” mentality. There are no lines drawn between positions or teams.

Objectives and Responsibilities of Manager, Sales Operations:

• Manage day-to-day sales operations
• Meet and exceed customer expectations and needs without adding costs and complexity to the company
• Research and resolve customer-facing issues; champion on behalf of the customer
• Research and submit documentation to account for customer chargebacks
• Support the Customer Solutions Specialist as needed during staffing shortages and/or peak times for all functions of their role – take on Quality Control, Active Trip Support,

etc. as needed to ensure all Sales Operations / Customer Solutions functions are accurately and complete.

• Solicit, manage, and respond to all Customer and Operator reviews (all systems)
• Maintain staff, operator, and website resource and reference materials (FAQs,

Chat/Email Library, Reference and/or Training Materials)

• Maintain and consistently review and improve the Quality Control checklist, the cornerstone of our Customer Solutions department
• Manage and participate in GCS Inc. Active Trip Support – ensure service is delivered
• Maintain and distribute reporting as needed; review, analyze, and take action
• Manage Operations systems including but not limited to Zoho CRM, Telecom, Chat,

Email and Review channels (Google, TrustPilot, etc.)

• Manage the Sales Operations Team
• Grow and maintain an energetic and team-focused workplace; Empower the team and

Instill a sense of ownership and independence

• Team Management: Ensure consistent quality and performance across team members;

Train staff on system, policy and process updates

• Team Administration: Hiring, training, motivating and coaching employees; Manage team attendance, scheduling, timesheets, reviews and performance reports/KPIs; Create and maintain individual growth and improvement plans
• Team Support: Provide hands-on assistance as needed; Organize and prioritize workload; Empower staff
• Drive performance: Ensure company, team, and individuals are meeting goals

• Manage the Overall Customer, Supplier and Employee Experience
• Continuously and proactively identify, review, and implement areas to provide an improved travel experience
• Collaborate with Sales, Supplier Relations, and Finance on individual reservation basis and overall operational performance
• Instill in staff the need for identification of “red flags” and proactive approach to the

Customer Experience; Recognize warning signs!

Qualifications of the Manager, Sales Operations:

Success in this position requires a focus on client service, consultative sales, and analytical skills, and the ability to thrive in a dynamic, team-focused environment delivering against tight deadlines.

• You possess a positive attitude with a proactive approach to service
• You’re an excellent communicator with a proven ability to train and motivate a team
• You have strong accounting and analytical skills with extreme attention to detail
• You’re a highly motivated individual with the ability to multitask effectively
• You’re well organized and flexible in a changing and dynamic environment
• You’re able to work well under pressure, with minimal management support
• You’re not afraid to roll up your sleeves and fill the role as an Associate or Manager
• You have excellent interpersonal, telephone, writing, and customer service skills
• You’re not shy about talking with customers and operators alike; embrace a conversation!
• You are internet savvy with strong skills in GSuite (Docs, Sheets, Mail)

• You’re a problem solver, with the ability to identify and implement solutions; In short, learn from past experiences, document, share and implement procedures to grow staff and GCS

Your Experience

• 3+ years in a positive Customer Service-related field
• 3+ years in a customer-facing management role preferred
• 3+ years in the Travel or Transportation, Hospitality or Meeting & Event Planning, Travel a plus

Job Location: US; Remote — Offices in New York NY or Chicago IL
Position Type: Full-Time/Regular
Schedule: Mid-day + Weekends – based on home office location
Updated: 08/04/2022

Job Type: Full-time

Pay: $60,000.00 – $70,000.00 per year

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: Remote