Customer Service Duty Manager

TREGO DUGAN AVIATION OF GRAND ISLAND INC•Hebron, KY

49d•$60,000 - $70,000•Onsite

About The Position

The Customer Service Duty Manager directs personnel within the Customer Service department, overseeing and advising on staffing requirements, monitoring discipline and corrective actions by subordinates, and ensuring customer satisfaction through daily feedback. This role acts as a liaison between first-level leadership and upper management, proactively monitoring employee work to ensure customer satisfaction, safety, security, quality, and employee relations meet or exceed standards. The manager is responsible for maintaining and controlling all required aspects of the operation in accordance with the corporate security program and TSA legislation, ensuring company audit requirements are met for continuity and compliance. This includes understanding and implementing the site-specific security plan, ensuring all staff are issued and display company ID badges, and administering practices fairly and equitably, treating all employees, customers, vendors, and third parties with respect.

Requirements

Ability to read, analyze, and interpret Trego-Dugan Employee Handbook, general business periodicals, professional journals, technical procedures, or governmental regulations, airline policy and procedures manuals.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups or managers, clients, and customers.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to lift 70 lbs.
Ability to operate equipment and hold necessary licensing (if applicable).
Ability to perform specific responsibilities related to your shift.
Reports to work on a regular and timely basis.
Two to five years previous management/specialist supervisory experience in field service duties.
Independent judgment and decision making skills required.
Excellent interpersonal skills, written and oral communication skills.
Familiarity with personal computer software helpful.
Airline pricing experience.
College degree or equivalent experience.
Ability to read, write, fluently speak and understand the English language.
1-year of experience in the aviation industry.
At least 6 months of the experience must be equivalent to an Airline Customer Service Agent to include Ticketing/Gate support.
Thorough working knowledge of the types of aircraft used at the station.
Thorough working knowledge of current FAA/TSA security directives & the procedures affecting Customer Service procedures for passenger processing and baggage transfers.
Must possess a valid Driver’s License.
Must obtain and maintain a current Complaint Resolution Official (CRO) certificate when required by individual airlines companies.
Must obtain and maintain a Ground Security Coordinator certificate with certification for aircraft over 61 seats within the probationary period.
Must have a strong working knowledge of the Microsoft suite and proficient with computer.
Must successfully pass a background investigation with a fingerprint-based criminal records check in accordance with Title 14, Code of Federal Regulations, Part 1542, and Airport Security, as required by the Transportation Security Administration.
Must pass periodic random drug testing as required in 49 Code of Federal Regulations Part 40 for safety-sensitive employees.
Must be able to work a variety of assigned shifts including evenings and weekends.
Subject to emergency call-in.

Nice To Haves

Familiarity with personal computer software helpful.

Responsibilities

Plans, organizes, directs, and participates in the Ramp/Ground and/or Customer Service operations for both contracted commercial flights and charter aircraft.
Directs and trains assigned Ground Operations Agents and/or Customer Service Agents, including new employee training and on-going in-service training.
Implements departmental policy as directed for Ramp/Ground and Customer Service operations, advising Lead Agents on policy issues and developing more efficient methods of operations.
Coordinates Customer Service activities with air carrier personnel, station managers, and representatives of the Transportation Security Administration (TSA) as required for assigned shift.
Participates in the operation and training of various types of ground equipment, including aircraft jet bridges and portable stairs.
Ensures compliance with current Federal Aviation Administration (FAA) and TSA security regulations, airline corporate rules and regulations, directives, and procedures.
Maintains emergency checklists and supplies.
Prepares and submits verbal and written reports related to activities and Customer Service Agents as required.
Handles other business-related responsibilities involving billing, correcting/updating payment data, collecting payments, cash handling, and ordering supplies.
Direct and participate in the work of daily Customer Service activities.
Prepare timely written and verbal reports, training demonstrations, etc.
Follow oral and written instructions.
Communicate effectively both verbally and in writing.
Deal effectively and courteously with co-workers and customers.
Exercise sound, independent judgment.
Analyze situations and problems with a results-oriented focus.
Resolve conflict effectively.
Identify and evaluate solutions, and effectively implement determined action.
Approach problem-solving creatively and with a team orientation.
Perform the essential functions of the job without posing a threat to the health and safety of others.
Model and promote acceptance and respect for differences among employees.
Perform effectively as a member of the team in carrying out both the TDA stated mission and philosophy and the TDA. client’s goals and objectives.
Be pleasant with others on the job and display a good-natured, cooperative attitude.
Be reliable, responsible, and dependable, and fulfill obligations.
Maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in very difficult situations.
Accept criticism and deal calmly and effectively with high stress situations.
Be open to change (positive or negative) and to considerable variety in the workplace.
Willingness to take on responsibilities and challenges.
Be sensitive to others' needs and feelings and be understanding and helpful on the job.
Develop one's own ways of doing things abiding by to TDA/Airline’s policies and procedures, guide oneself with little or no supervision, and depend on oneself to get things done.
Be persistent in the face of obstacles.