Customer Service Manager

Position at Skyservice Business Aviation

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 (., Security, invoicing, ; 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. #J-18808-Ljbffr Skyservice