Customer Service Manager

Job Description

Position Summary

The Customer Service Manager is responsible for the management of the FBO customer service operations including concierge functions, logistics, business development, sales, marketing, invoicing, facility accounting management, customer relations, and adherence to company policies and procedures and safety standards for the department’s staff and our clients and guests.

Primary Responsibilities

Responsible for customer service staffing and actively participates in performing the customer service functions

Trains, develops, and manages the customer service team, securing the required number of staff and ensuring the required level of qualifications and experience

Actively works to improve processes and procedures to maximize employee efficiency and customer satisfaction

Coordination with management, other departments, manufacturers, and customers in matters of overriding importance

Leads local business development and marketing initiatives to solicit new business and retain current customer and manages client and customer relationships which enhance the core values and reputation of the company

Supports the development of pricing schedules and rates for any relevant ground handling services provided.

Responsible for developing, supporting, and managing relationships with customers, vendors, suppliers, and service providers which enhance the core values and reputation of the company

Provides all initial and recurrent training to customer service personnel and always enhancing and reinforcing relevant training programs to insure that the highest level of customer service is achieved and maintained

Conducts daily review of all monetary transactions, ensuring that all transactions are accurate, properly completed and accounted for and balanced satisfactorily, with all appropriate customer billings and invoices completed and reconciled properly

Supports management in the preparation, monitoring, and control of the financial aspect of the business

Supports management in the financial analytics and customer development to enhance overall growth and market share for the company

Drives results to meet department and company goals.

Communicates changes or additions of departmental and company policies to the staff.

Motivates and encourages all staff to provide the highest service levels.

Provides general administrative and analytical support to the general manager.

Assumes additional responsibilities and delegates responsibilities to qualified personnel, as necessary.

General

Interact with others in a professional and respectful manner

Recommend process and communication improvements

Regular and prompt attendance and dependability

Work with accuracy, clarity and an eye for detail

Maintains a professional appearance and environment at all times

General Allocation of Core Responsibilities

40% - Accounting/Reconciliation/Invoicing/Recordkeeping

20% - Supervisory/Training/Operational Enhancements/Facility and personnel mgmt.

20% - Client Relations, Marketing and Business Development

20% - Support and assistance to the General Manager

Additional Responsibilities

On-call and overtime duties as required

On the job training for new employees

All other miscellaneous duties as assigned

Qualifications

Minimum 2 years experience in a customer service, customer facing role with supervisor responsibilities

Basic reading, writing and arithmetic skills required

High School graduate, some college preferred

Five to ten years of business aviation and/or relevant hospitality experience

Solid understanding and proficiency with MS Word/Excel/Powerpoint

Ability to develop and present business analysis, training tools, etc.

Computer literate with the ability to learn propertary software as required

Professional verbal/written communication skills required.

Must pass all conducted drug/alcohol screens, background and security checks and prove eligibility for employment in the United States.

Excellent listening and problem solving skills

Ability to work as part of a team or independently

Ability to effectively communicate and present information

Ability to multitask

Ability to act under pressure and be adaptable to change on a constant basis

Physical Demands

Driving – occasional travel to suppliers, conferences, off-site meetings, and support of customer needs, as required

Working Conditions

Requires both working indoors and outdoors, with exposure to nature’s elements. Also regular exposures to noise, exhaust fumes and fuel vapors, and fuel to skin contact.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.