Customer Service Manager

SUMMARY OF RESPONSIBILITIES

• Oversee customer service employees and performance.
• Provide support for customers and employees.
• Handle complex customer service issues and oversee day-to-day operations.
• Supervise Customer Service personnel with scheduling, uniforms, training, counseling, and disciplinary issues.
• Complete reviews for customer Service personnel.
• Develop and revise Customer Service policies and procedures.
• General staff management/coaching/oversight;
• Responsible for the completion of occurrence report investigations and closings in accordance with the SMS guidelines;
• Manage the customer interface;
• Proactively promote and sell FBO services;
• Direct / Indirect feedback – including follow-ups with customers;
• Ensure the billing of deicing fees, catering, landing fees, hanger, fuel ramp and any other services as required to the appropriate customer;
• Prepare and deliver to department any necessary memorandums, protocols, and procedures (i.e., Security, invoicing, etc.);
• Participate in regular meetings, providing support and feedback to the Customer Service team;
• Facilitate efficient and customer-focused arrivals and departures of customers;
• Maintain effective communication and coordination between customers, line service crew, CSRs, and management as required;
• Greet and assist flight crews with fuel requests, hotel reservations, catering, limo/shuttle arrangements, and other ground support requirements;
• Work closely with line service and pilots ensuring that all customer service needs are met, promoting cohesive communication;
• Maintain, monitor and update the Aircraft Entry Log and advise line service crew accordingly;
• Maintain two-way communication with incoming aircraft by utilizing ground-air radio;
• Resolve concerns from staff, crew, and/or guests.

QUALIFICATIONS AND SKILLS REQUIRED

• Several years of related customer service experience with increasing levels of responsibility;
• Excellent communication skills;
• Strong organizational skills, resourceful;
• Proactive, having the ability to understand customers’ needs;
• Ability to work under pressure in a fast-paced environment;
• Ability to consistently provide a positive attitude while working in a group.

EDUCATION

• Degree considered an asset, including some education in accounting or finance field;
• 5-7 years’ experience in a customer service/business environment, with increasing levels of responsibility.