Terminal Supervisor

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 Supervisor helps to oversee the customer experience and manages the day-to-day functions of the customer service team at a shop (aka terminal). This role is key to ensuring customer satisfaction with all touch points in a terminal and creating a positive experience through all employee-customer interactions.

Responsibilities:

• Assists with interviewing and selection of hourly personnel.
• Ensures that all personnel have been trained and/or retrained according to customer service standards and operational procedures.
• Ensures the highest level of customer satisfaction. Concentration on terminal cleanliness and overall facility condition as well as employee appearance is critical. Responsible for opening IT tickets for equipment and software that is not functioning as intended Maintains high level of customer experience quality in accordance with company standards.
• Reviews manpower needs and ensures proper coverage and staffing levels to ensure customer service expectations are met.
• Ensures employees are reporting to work on time and in complete uniform ready to work. Keep up to date information on location hours, staff, services with TN38/corporate.
• Ensures safety of passengers and employees by proactively removing hazards and fostering an environment of safety.
• Participates in ensuring compliance with on time performance (OTP), safety standards and customer service.
• Ensures sound cash control and maintains GLI field accounting standards.
• Provides employee development through coach-mentality, providing ongoing feedback to employees concerning strengths and areas of needed improvement.
• Basic understanding of federal, state and local labor laws. Works closely with HR to address all levels of personnel matters.

Qualifications

• Bachelor's degree preferred; ideally in General Business, Hospitality, or Transportation
• 2+ years in hospitality or customer service
• 1+ in a leadership role
• Basic understanding of federal, state and local labor laws.
• Passion for customer service and creating innovative solutions to keep customers committed to the brand
• Excellent leadership, communication, and interpersonal skills
• Ability to train effectively and drive team engagement and positivity
• Proficient in Microsoft Office with emphasis on Excel, Windows applications, e-mail etc.

Benefits

• Competitive Medical, Vision, and Dental plans, including FSAs, Telemedicine support, and HRAs with company contributions of up to $1000
• 401k plans with up to 3% of matching contributions
• 5 weeks of PTO, in addition to company holidays and 2 personal Floating Holidays
• Company-funded life insurance policy and supplemental life insurance options
• Tuition reimbursement of up to $5,250 per year
• Employee Assistance Program with 24/7 access to free over-the-phone counselling to help you with a variety of personal needs; including emotional and mental well-being, addiction and recovery, marital and family problems, and legal and financial issues
• Free travel for yourself and eligible dependents on both FlixBus and Greyhound services

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!