Sales and Customer Service Team Lead

• Supervise support motivate and provide on-the-job coaching to Sales & Customer Service Agents
• Lead by example by delivering exceptional guest service and proactive sales support; foster a positive inclusive and professional team culture
• Support onboarding and training of new team members including product knowledge service standards and technical systems
• Ensure Agents consistently follow the GUEST customer service model
• Monitor sales activity guest feedback and service quality to identify opportunities for improvement
• Handle escalated guest concerns complaints refunds and service recovery with professionalism and diplomacy
• Ensure adherence to POS procedures credit card protocols privacy policies and departmental Code of Conduct
• Oversee daily frontline operations ensuring kiosks and workstations are efficiently stocked clean safe organized and fully operational
• Support staffing coverage and real-time adjustments based on demand and operational needs
• Act as a point of contact for guest issues escalating to management when necessary
• Communicate clearly with the Reservations Manager and internal teams regarding staffing sales trends guest feedback and operational challenges
• Assist with tracking performance metrics identifying trends and sharing insights from frontline operations.

• Minimum of two (2) years of experience in a customer service sales tourism or hospitality environment
• Strong understanding of customer service best practices and consultative sales techniques
• Proven ability to coach motivate and support a frontline team in a fast-paced environment
• Comfort working with computers tablets (iPads) and Point of Sale (POS) systems
• Ability to remain calm professional and decisive under pressure and utilize excellent communication problem-solving and conflict-resolution skills
• Flexible availability including weekdays weekends and peak seasonal periods
• Demonstrated familiarity with Halifax the waterfront and the companys tours and experiences

For over three decades Ambassatours Gray Line has stood as a leader of excellence in sightseeing in Canadas East Coast offering award winning land and water tours across Nova Scotia New Brunswick and Prince Edward Island. Our heart beats in Halifax Nova Scotia where our journey began and continues to flourish.

As a distinguished Gray Line affiliate were not just about tours; were about creating extraordinary experiences. Our mission is to enrich lives through exceptional journeys that leave lasting impressions. From our celebrated Harbour Hopper Tours and Boat Cruises in Halifax to the serene beauty of Peggys Cove and the Annapolis Valley each experience is crafted to offer a unique perspective of Eastern Canadas charm and rich history.

Our purpose is clear: To Create and Deliver Exceptional Experiences to Enrich the Lives of our Team Customers and Communities. This purpose echoes in every tour we conduct every story we share and every smile we bring to our guests faces.

Please join us in exploring the natural wonders and vibrant sea and landscapes of Eastern Canada and discover why at Ambassatours Gray Line we do more than just tours - we create memories that we hope will last a lifetime.

Ambassatours Gray Line is proudly Rainbow Registered: Canadas national accreditation for 2SLGBTQI inclusive welcoming and safer spaces for all. Learn more about this program at

Ambassatours Gray Line is proud to be an Age-Friendly Institutes Certified Age Friendly Employer (CAFE). This program is the nations only certification program that identifies organizations committed to being the best places to work for employees aged 50.

Our Purpose

To Create Exceptional Experiences to Enrich the Lives of our Team Customers and Communities.

Our Core Values

We Do the Right Thing - Always
Our team acts with integrity and honesty and focuses on putting ourselves in the shoes of others. Our commitment to safety for our team and guests is uncompromising.
We Step Up and Own It
We empower each other to take ownership of our actions. We are accountable for ourselves our colleagues our clients and our company.
We Communicate Clearly and Honestly
Were honest transparent and committed to doing whats best for our guests and our company. We collaborate openly in pursuit of the truth.
We Work as a Team
We are committed to building an encouraging caring and supportive environment. We share a responsibility to support our team members and enrich their lives.
We Find a Better Way
We actively seek continuous improvement by challenging the status quo with open minds focus and creativity.
We Exceed Expectations
We pursue excellence with pride commitment and reliability. We consistently deliver high quality work both internally and externally.

Ambassatours Gray Line is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of employment equity for all applicants and employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Ambassatours are based on business needs job requirements and individual qualifications regardless of age race colour religion creed sex sexual orientation gender identity gender expression physical or mental disability or any other of the protected characteristics as per the Human Rights act of Nova Scotia. Ambassatours will not tolerate discrimination or harassment based on any of these characteristics.

Ambassatours Gray Line is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of employment equity for all applicants and employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Ambassatours are based on business needs job requirements and individual qualifications regardless of age race colour religion creed sex sexual orientation gender identity gender expression physical or mental disability or any other of the protected characteristics as per the Human Rights act of Nova Scotia. Ambassatours will not tolerate discrimination or harassment based on any of these characteristics.