Customer Service Manager - VPS

About the Role

The Customer Service Department Manager acts as an independent and objective body that reviews and evaluates customer and compliance issues within the station. This position ensures the station and employees comply with airline rules and regulations, regulatory agency requirements, company policies, and Standards of Conduct.

Responsibilities

• Investigate Passenger Service issues and develop solutions.
• Ensure adequate staffing for all handled products.
• Investigate and assist in resolving Passenger Service Lead and Supervisor concerns.
• Collaborate with management on Passenger Service initiatives.
• Assist with various administrative functions.
• Develop and implement customer service strategies to improve service.
• Identify and address staff training and coaching needs.
• Assist leadership with planning, organizing, and implementation.
• Conduct periodic reviews and self-audits of the station to ensure compliance and relevance.
• Monitor and coordinate compliance activities across departments to identify trends.
• Collaborate with other departments to direct compliance issues to appropriate channels.
• Identify potential compliance vulnerabilities and risks; develop corrective action plans.
• Determine operations audit procedures and principles.
• Perform monthly, quarterly, and annual operations audits for all airlines served by Trego-Dugan, including station audits, GSE audits, training records, and performance tests.
• Establish performance evaluation parameters and prepare an operations audit timeline.
• Ensure station compliance for baggage handling and accurate reporting.
• Perform in-depth evaluations, audits, and inspections as part of the Internal Evaluation Program for Passenger Service and Ramp operations.
• Identify findings, concerns, and risk assessments to determine causes of deficiencies and needed enhancements.
• Coordinate with station supervisors to analyze audit findings, develop fixes, and create action plans to correct non-compliance issues.
• Review previous audit reports to check application and identify areas for improvement.
• Prepare written reports for the Station Manager and senior management detailing audit scope, findings, root causes, and corrective actions.
• Track findings and corrective actions to ensure follow-up and effectiveness.
• Conduct event-specific investigations into non-compliance aspects of station operations, including accidents, incidents (HAZMAT, OSHA, EPA, etc.).
• Conduct regular observations of operations and report findings to the Station Manager.
• Prepare quarterly and biannual reports for senior management on safety, risk findings, corrective actions, and their effectiveness.
• Ensure compliance through scheduled audits.
• Perform other duties as assigned by management.

Requirements

• Demonstrates professionalism, tact, and respect in all interactions.
• Handles pressure, maintains composure, and manages emotions in difficult situations.
• Displays accuracy, thoroughness, and a commitment to quality.
• Monitors own work to ensure quality and looks for ways to improve processes.
• Accepts criticism and deals calmly with high-stress situations.
• Open to change and variety in the workplace; maintains confidentiality.
• Demonstrates dependability: arrives on time, follows instructions, takes responsibility, and keeps commitments.
• Exhibits strong oral and written communication skills; speaks clearly, listens actively, and responds effectively.
• Writes clearly and informatively; edits work for grammar and spelling; adapts writing style as needed.
• Demonstrates organizational support by following policies and completing tasks accurately and on time.
• Plans and organizes efficiently; uses time effectively and adapts to changes in the work environment.
• Observes safety and security procedures; reports unsafe conditions and uses equipment properly.

Qualifications

• High School Diploma or equivalent; college degree preferred.
• Three (3) years of airline administrative experience.
• Two (2) years of supervisory experience in the airline industry or equivalent.
• Must be able to perform the role of a Passenger Service Agent.
• Proficient with computers and Microsoft Office Suite.