Customer Service Duty Manager FLL
About The Position
The Customer Service Duty Manager is responsible for directing 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 the work of assigned employees to ensure customer satisfaction, safety, security, quality, and employee relations meet or exceed standards. The Duty Manager must maintain and control all required aspects of the operation in accordance with the corporate security program and TSA legislation, ensure company audit requirements are met for continuity and compliance, and understand and implement the site-specific security plan. They must also ensure all staff are issued and display company ID badges and administer 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 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.
- 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 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.
Nice To Haves
- Must receive initial/advanced Customer Service training required by the individual airlines within probationary period.
- Must obtain and maintain a current Complaint Resolution Official (CRO) certificate when required by individual airlines companies.
- Must obtain a Ground Security Coordinator certificate with certification for aircraft over 61 seats within the probationary period.
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.
- Coordinates Customer Service activities with air carrier personnel, station managers, and representatives of the Transportation Security Administration (TSA).
- 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.
- Handles other business-related responsibilities involving billing, correcting/updating payment data, collecting payments, cash handling, and ordering supplies.
- Must be available to work various shifts including swing and graveyard shifts plus weekends and holidays.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
