Reservations Team Lead + Audit Specialist
Listed on 2026-02-28
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Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Bilingual, Call Center / Support
Schedule:
Flexible availability required (Monday–Sunday). Must be available for weekends and holidays.
Position Type:
Full-Time, Permanent
Starting Wage: $25.00 CAD per hour
Schedule:
Flexible availability required (Monday–Sunday). Must be available for weekends and holidays.
Griffin Transportation Services Inc. is a premium ground transportation provider delivering reliable, professional, and VIP-level service throughout the Lower Mainland. Our reputation is built on precision, proactive communication, and operational excellence.
Position OverviewThis role is responsible for ensuring that every reservation is accurate, complete, and dispatch-ready, while maintaining the highest standard of client service. The successful candidate will audit reservations from phone and email bookings, identify trends, create training materials, and proactively reduce service errors that impact our clients.
This is both a leadership and hands‑on role. During busy periods, the Team Lead will actively support operations by taking reservations, fielding calls, and assisting with live dispatch needs.
Key Responsibilities- Audit reservations for accuracy, completeness, and compliance with company SOPs.
- Ensure bookings include correct pickup/drop details, flight/terminal/FBO information, passenger/luggage counts, vehicle class, billing details, and special instructions.
- Identify recurring booking errors and process gaps.
- Monitor backlog, response times, and booking standards.
- Ensure reservations meet dispatch‑ready standards before day‑of service.
- Review call handling and written communication for tone, professionalism, and clarity.
- Highlight team strengths and coaching opportunities.
- Minimize preventable service failures through early detection and correction.
- Ensure proper documentation standards are followed.
- Develop training materials and process guides where gaps are identified.
- Coach team members on booking intake accuracy, pricing consistency, communication standards, and SOP adherence.
- Support onboarding of new team members.
- Maintain awareness of high‑risk trips including VIPs, groups, and tight connections.
- Support dispatch during peak windows and service disruptions.
- Assist with issue triage and resolution when needed.
- Contribute directly to reservations and call handling during high‑volume periods.
- Track trends in errors, complaints, and recovery situations.
- Recommend updates to SOPs, checklists, and workflows.
- Implement prevention‑first improvements to reduce rework and service risk.
- Exceptional attention to detail.
- Highly organized and process‑oriented.
- Confident decision‑maker with strong leadership presence.
- Excellent written and verbal communication skills.
- Strong customer service background.
- Ability to multi‑task in a fast‑paced environment.
- Strong computer skills (MS Office, email systems, booking software).
- Good knowledge of the Lower Mainland is an asset.
- Prior reservations, dispatch, or transportation industry experience preferred.
- Must be available for weekends and holidays.
Please email your resume to with the subject line:
“Reservations Team Lead + Audit Specialist – [Your Full Name]”.
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