Customer Service Manager

Description

INTRODUCTION

Interested in working in aviation? Are you looking for a job with stability and growth opportunities? If you are looking for a career with growth potential and work well in a fast-paced, team-oriented environment, we want to speak to you!

Perks of the job:

• 401(k)

• 401(k) matching

• Dental insurance

• Health insurance

• Life insurance

• Vision insurance

• Paid time off

• Growth potential

WHY WORK FOR PRIMEFLIGHT?

• We are committed to being a leading provider of commercial services within the aviation industry

• Our teams focus on maintaining a positive working environment and treating all team members with respect

• With more than 200 locations across the world, we offer opportunities for career progression

• Enjoy a competitive pay scale

ABOUT US

• We perform a wide range of airport support services globally on behalf of commercial airlines. Join us for a rewarding career in the aviation industry!

Job Description

Our Customer Service Manager oversees all customer-facing operations, ensuring that passengers experience the highest level of service from arrival to departure. This role involves managing a team dedicated to providing positive customer service, passenger assistance, resolving queries, and enhancing the overall travel experience. You will be responsible for training staff in customer service best practices, handling escalations, and implementing strategies to improve service quality and efficiency. You will also collaborate with other airport departments to ensure a seamless and positive experience for all travelers. Additionally, you will analyze feedback and performance data to identify areas for improvement and develop initiatives to increase customer satisfaction.

QUALIFICATIONS

• Minimum age of 18 years old

• 5 years in management, managing teams

• Knowledge of the Aviation Industry

• Oversee all customer-facing operations within the airport to ensure exceptional service standards

• Manage and lead a team of customer service representatives, including hiring, training, and performance evaluation

• Handle customer inquiries and complaints, ensuring timely and satisfactory resolutions

• Collaborate with airport departments to facilitate smooth operations and passenger flow

• Monitor team performance, providing feedback, coaching to improve service quality and corrective action

• Analyze customer feedback and service metrics to identify trends and areas for improvement

• Ensure compliance with airport regulations and safety standards in all customer service activities

• Coordinate with external service providers, including airlines and ground services, to address passenger needs

• Manage the customer service budget, optimizing resources to enhance service delivery

• Foster a positive and inclusive work environment that encourages teamwork and innovation

• Lead by example, demonstrating exceptional customer service skills and a commitment to passenger satisfaction

• Comfortable working with computers, mobile devices, and tablets

• Ability to pass a drug screen

• Eligibility to acquire needed credentials and clearances (FAA, TSA, Port Authority, U.S. Customs and U.S. Postal- as applicable)

• You have very strong customer service skills

• Physical activity may include:

• Stand and walk for extended periods of time

• Ability to lift 70 pounds or more.

• Be able to hear and respond to the spoken voice and to audible alarms generated by terminal environment

• Close vision (clear vision at 20 inches or less); Distance Vision (clear vision at 20 feet or more); Color Vision (ability to identify and distinguish colors); Peripheral Vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); Depth Perception (three-dimensional vision, ability to judge distances and spatial relationships); Ability to Adjust Focus (ability to adjust the eye to bring an object into sharp focus)

Airlines are 24/7, so we need our team members to be flexible to work various shifts including nights, weekends and holidays. The successful PrimeFlight Aviation Services team member brings their "A" game every day with energy and enthusiasm, respect for their team, and the highest regard for safety!

PrimeFlight Aviation Services, Inc. is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at PrimeFlight Aviation Services, Inc. without regard to race, ethnicity, religion, color, sex, gender, gender identity or expression, sexual orientation, national origin, ancestry, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state/province, and local laws.