Customer Service Manager

Sheltair Aviation•Garden City, GA

158d

About The Position

The Customer Service Manager is responsible for leading and directing the day-to-day Customer service operation and the Customer service personnel.

Requirements

Minimum of three years of aviation experience
One year of supervisory experience
Strong interpersonal management skills
Effective time management
Experience in project management
Ability to read and comprehend general business documents, professional reports, technical procedures or government regulations
Ability to effectively present information and respond to questions from department managers, co-workers, customers and the general public.

Responsibilities

Maintain company issued service standards, safety standards and security procedures
Perform daily Customer Service tasks
Perform reviews, evaluations, or disciplinary action for members of the customer service team
Assist in hiring process
Facilitate monthly customer service staff meetings
Telephone requests and questions
Handle Customer Service requests and follow up to ensure customer satisfaction
Provide general assistance and advice to customers
Oversee and review point of sale billing for fuel and/or other services or products
Relationship building with customers, both internal and external
Lead the day-to-day inside operation and provide guidance for the customer service team
Work with line staff and line manager to ensure a premium customer service experience both inside and outside
Disseminate information to customer service team
Regularly communicate with customers and with all internal departments to ensure customer service standards are met and exceeded when possible
Identify and contact potential customers. Explore new and creative ways to capitalize on capturing new customers
Handle customer complaints and/or objectives on services and provide follow up. Document all communication with customers
Identify and solve problems in early stages and look for ways to prevent problems when able. Communicate issues to management team quickly when necessary.
Achieve, sustain and exceed performance numbers set by management (i.e. AIN survey, Pro Pilot Survey, and yearly budget). Look for ways to minimize costs and maximize sales.