The Customer Service Manager is responsible for proactively monitoring the work of assigned staff and ensuring that safety policies and security measures are always maintained. Customer Service Managers schedule employees and airport facilities required for each airline flight. Customer Service Managers are aware of and promote customer satisfaction for each airline and maintain quality standards for each operation. The Customer Service Manager maintains superior employee relations while they direct and coordinate all passenger services. Customer Service Managers develop supervisors and agents and promote team building to create a high-performance team. The Customer Service Manager monitors results and controls costs.
Responsibilities
- Accomplish department objectives by planning, managing staff and evaluating outcomes
- Maintains staff by recruiting, selecting, orienting, and training employees
- Ensure a safe and secure work environment
- Develop and promote work standards
- Responsible for care and operation of all company equipment and property
- Be a key contributor to the company safety program
- Complete all airline reports required for all passenger services
- Develop personal growth opportunities
- Approve and develop training
- Responsible for coordinating customer service differences between customers
- Comply with all regulatory procedures and directives
- Motivate and inspire the customer service team to consistently deliver exceptional service
- Provide support to front line employees. Lead, motivate and manage staff to deliver on the Service Level Agreements (SLA) with customers
- Resolve service issues in a timely manner with tact and diplomacy
- Conduct performance evaluations and provide feedback to team members to ensure continuous improvement
- Understand and comply with company budget requirements and objectives
- Build and maintain relationships with key stakeholders
- Understand contract requirements and customer expectations
- Provide employee performance improvement plans and discipline as needed
- Train and onboard new agents to ensure consistency in service standards
- Receive and maintain GSC qualification
- The Customer Service Manager may be part of the operation and assigned additional duties
Qualifications
- 3 to 5 years airline experience
- 3 to 5 years leadership experience with a demonstratable record of customer service success
- College degree preferred
- Extensive airport operational experience
- Ability to lead a team-oriented environment
- Organizing and planning skills, with the ability and initiative to react effectively and quickly to unexpected circumstances
- Ability to pass a pre-employment drug screen and criminal history background check
- Excellent leadership and customer service skills
- Strong work ethic
- Must be able to lift / carry / push / pull and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces
- Ability to work under pressure
- Must be flexible to work various shifts, weekends or irregular shifts, holidays
Benefits
- Paid Time Off
- Profit Sharing
- Free Parking
- Life Insurance
- Medical and Dental Coverage, HSA
- Travel benefits when requested and approved