Manager, Client Experience - New Castle, DE

FlightSafety • New Castle, PA

5d • Onsite

About The Position

The primary focus of the Manager, Client Experience is to manage departmental activities and personnel, along with being accountable for the overall operations of client services and scheduling which lead to a continuous and positive client experience.

Requirements

• Bachelor’s degree required, however 5+ years in a customer leadership role with a minimum of 1-3 management experience leading a customer support team can be substituted for the degree requirement
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Gathers and analyze data to identify and solve complex problems that may arise.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills, time management and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Ability to interact with various levels of management in a professional manner.
• Ability to remain calm and adapt to changes rapidly and perform in a fast-paced work environment.
• Results-oriented with high drive to achieve objectives and standards with little supervision or guidance.
• Fluency in English, through both verbal and written communications; able to speak, understand, read and write.
• Proficient with Microsoft Office Suite.

Responsibilities

• Work cooperatively throughout all levels of FlightSafety’s cross functional business units.
• Utilize accounting skills to analyze and populate financial budgets and reports.
• Implement and manage changes in procedures or personnel with FlightSafety Management, Teammates and Customer and Client base.
• Analyze and measure departmental procedures to ensure consistent and compliant Customer and Client satisfaction.
• Responsible for accounting and forecast reporting functions for the Center and the Department.
• Adhere to FlightSafety’s Quality Management System.
• Ensure accuracy and integrity of center level processes.
• Manage all customer retention activities for department.
• Interview and evaluate prospective candidates for employment.
• Responsible for managing annual department training requirements.
• Track, evaluate and report teammate performance and goals.
• Direct and/or facilitate, and document departmental staff meetings.
• Responsible for the quality services provided by the Customer Support Team.
• Resolves problems, identifies the most appropriate solution and may establish new techniques to ensure the team meets its objectives and improve the efficiency of the team.
• Responsible for mentoring, training and development of Customer Support teammates.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager