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