Shop Lead

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.

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

• 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

Greyhound provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.