Job Description: The Customer Service Manager is responsible for leading and directing the day-to-day Customer service operation and the Customer service personnel. Duties include, but are not limited to the following:
- 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.
Qualifications: To be considered for this position, an individual must have a minimum of three years of aviation experience and one year of supervisory experience. Other qualities include but are not limited to: 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, and the ability to effectively present information and respond to questions from department managers, co-workers, customers and the general publicIn order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sheltair will be based on merit, qualifications, and abilities. Sheltair fully supports the concept of equal employment opportunity. We administer our Human Resources program to comply with all applicable anti-discrimination laws. Sheltair does not discriminate in employment opportunities or practices on basis or race, color, religion, sex, national origin, age, disability or any other characteristic protected by law.