Manager Customer Service

Jet Aviation•Dallas, TX

37d•Onsite

About The Position

The manager of customer service is responsible for coordinating the daily activities of the customer service department and the supervision of the customer service personnel. This position is responsible for ensuring that we maintain the highest customer service standards, observe all operating procedures, and deliver safe and efficient service to customers, vendors, and visitors. This individual carries out managerial responsibilities in accordance with the organization's policies and procedures and applicable laws.

Requirements

10+ years of work experience
Must be available to work flexible shifts, including nights, weekends, and holidays
Ability to troubleshoot customers’ issues
Possess leadership skills
Ability to use Microsoft Office
Ability to manage multiple projects and diverse team members simultaneously
Must obtain an Airport ID Badge within 30 days of employment

Nice To Haves

Work experience in the aviation industry or a related field (e.g. hospitality) would be an advantage
Displays a professional, detail-oriented, and proactive approach
Ability to work calmly and effectively under pressure
Possesses cultural awareness and required sensitivity
Excellent communications and people skills
Strong initiative and self-direction
Has a pleasant, friendly, and helpful manner to deliver the best experience to customers and colleagues
Quality driven with a passion for excellence to represent Jet Aviation as a Brand Ambassador
Demonstration and commitment to Jet Aviation values (Trust, Honesty, Alignment, Transparency)

Responsibilities

Manages and maintains adherence to the standards of excellence for courteous customer service, grooming and dress code
Manages and directs on a daily basis the supervisors, leads, and service representatives, as well as any other related positions
Enhance and reinforce training programs to ensure that the department maintains a high and continuing level of customer service
Ensures friendly and efficient and hospitable service to our customers and adherence to all customer service, and ground support operating procedures
Establishes schedules and assigns individual duties to the supervisors, leads, and senior personnel and any other related positions as required and assigns individual duties to the supervisors, leads, and senior personnel as required
In partnership with the human resources department, interviews applicants for all open positions within the customer service department
In partnership with the human resources department, this position will have an active role in the hiring, dismissal, discipline, training, retraining, evaluation process, and counseling customer service employees
In partnership with the director of FBO services and the human resources department, enhances and reinforces training programs to ensure that the department maintains a high and continuing level of customer service at all times
Prepares the necessary materials used in evaluating and assessing the performance of all personnel within the customer service department
Responsible for the daily review of cash and credit card transactions and ensures that daily checks and balances have been completed satisfactorily and reports to the director of the FBO any discrepancies
Communicates changes or additions to company or departmental policies to the staff
Assumes additional responsibilities in the absence of the FBO Supervisor and delegates responsibilities to qualified personnel
Motivate and encourage the supervisors, leads, senior, and all employees within the department to provide the highest service levels. Assists also in improving ways of open communication with employees to reduce employee relations issues
Responsible for the performance of all the employees within the customer service department according to their job descriptions. The manager must be familiar with all the departments’ job descriptions
Responsible for maintaining and updating commissionable hotels in the online booking tool
Other duties may be assigned