Customer Service Manager

Position At Skyservice Business Aviation

Skyservice is the North American market leader in business aviation. Built on the key principles of safety and service excellence, we offer full-service support and expertise in aircraft management, charter, maintenance, and sales from our fixed-based operator services across Canada and the United States. People and values are inseparable assets that fuel our commitment to Quality, Safety, Respect, Commitment, and Efficiency. These key values guide us every day and contribute to our reputation as industry leaders in aviation services. Skyservice is a team that is committed to supporting and developing our people. If you wish to advance your career and be part of team committed to reaching further and aiming higher in Business Aviation, the Skyservice family of companies is the team for you.

Here at Skyservice, we are continuing to grow and provide high-level service to our clients, expanding our footprint and name throughout the Americas. You will bring strong attention to detail and a fast-paced way of working with dynamic schedules to a team that works together to exceed the expectations of our clients. We focus on excellence and are committed to support and develop our teams!

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.