Customer Service Training Manager

About the Role

Reporting to the COO, the Customer Service Training Manager is responsible for ensuring the local customer service teams are trained and proficient in the Asension customer service standards.

Responsibilities

• Works with local trainer and/or GM to review the training schedule for each new hire
• Weekly check-ins with the local trainer and/or GM to assess progress from the trainer’s perspective and ensure that training is on track
• Conducts bi-weekly check-ins with each new hire throughout their training period to spot check for industry and role specific knowledge, and seek to understand how the new hire perceives training is progressing
• Trains all new customer service team members with Ascension phone etiquette
• Conducts weekly phone practice sessions with each new team member until proficiency
• Reviews new CSR notes weekly
• Manages practice quizzes for new CSRs
• Ensures that new CSRs are achieving training targets for each week
• Coordinates the CSR 30-day and 75-day test with Human Resources
• Confirms administration and results of CSR invoice time trials and other testing
• Communicates with RVP and HR if there are CSRs who are not progressing according to the training timetable
• Performs quarterly audits of location CSR training records

Qualifications

• 5 years’ management experience in general aviation or a transferable industry
• Bachelor’s degree or equivalent experience
• Strong fixed based operations customer service knowledge
• Effective verbal and written communication skills
• Strong interpersonal skills
• Strong organization, process, and time management skills
• Good working knowledge of MS Word and MS Excel
• Valid driver’s license

Schedule

• May be required to work nights, weekends, special events, and travel as needed
• May be required to work overtime, nights, and weekends

Physical Requirements

• Physically able to perform frequent walking, stretching, bending, sitting, stooping, reaching, and grasping actions