CS - Manager of Customer Service NE (RNO)

US-NV-Reno
3 weeks ago
Job ID
2017-2734
# of Openings
1
Category
Administrative/Clerical

Overview

SUMMARY
The Customer Service Manager oversees day to day customer service operations utilizing a hands on, highly interactive approach with staff and customers. By example, create an attitude that is representative of Atlantic Aviation Services’ high level of customer service. He/She represents the Company in a positive and professional manner at all times. Also ensures proper communication and coordination with the line department to anticipate and address the service requirements of transient and based customers.

 

General Duties
• Representation of Atlantic Aviation in a professional and positive manner.
• Application of the principles of the “Atlantic Attitude” at all times.
• Compliance with all Company policies and procedures.
• Maintain high level of safety and customer service.
• Interaction with customers, vendors, and Atlantic Aviation employees in a professional and courteous manner.
• Develop and maintain customer relationships.
• Be an example to the Customer Service Representative.
• Communication of work progress and significant issues with the Operations Manager or General Manager.
• Accountable for the adherence to Atlantic standards by all Customer Service staff.

 

Responsibilities

• Develop and maintain departmental practices and procedures that contribute to a positive and enjoyable work environment.
• Maintain working knowledge of Atlantic’s facilities and services, of the surrounding area, and any other information commonly required by Atlantic customers.
• Directly supervise Customer Service staff as relates to adherence to uniform program, general appearance, proper radio and phone procedures and all other policies and procedures. Engaging in customer relations whenever possible to establish and maintain a report with new and repeat customers.
• Train, coach, evaluate, and develop subordinate staff in accordance with established procedures.
• Develop and maintain customer relationships. Encourage upselling of fuel to all customers and maintenance and adherence to all customer service polices and procedures. Organize periodic departmental meetings and design other communication flows between staff and management.
• Manage CSR work schedules and recommend appropriate staffing levels to the Operations Manager or General Manager.
• Conduct performance reviews of Customer Service staff on a probationary and annual schedule; exercising praise and disciplinary action when necessary.
• Assist in recruiting and interviewing for CSR positions.
• Assist in sales initiatives.
• Drive passengers and/or pilots to and from requested locations such as hotels, restaurants, the commercial airport, etc.
• Occasionally drive on tarmac.
• Plan lobby events and coordinate holiday and special event decorations.
• Participate in financial meetings with the General Manager to identify areas of improvement within the Customer Service Department.
• Assist the General Manager in preparing the annual budget.
• Initiate emergency and incident response procedures as required.

 

Qualifications

• Bachelor’s degree in related field, or equivalent combination of training and experience.
• High school diploma or equivalent.
• Minimum of 18 years of age.
• Previous customer service experience.
• Excellent communication skills, both written and oral.
• Good organizational skills.
• Must maintain a valid state driver’s license.
• Ability to comprehend and perform basic math calculations with minimal errors.
• Proficiency in use of MS Office applications including Word, Excel and Outlook.
• Flexible work schedule may include working overtime, nights, on weekends, holidays, and be on call.

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