Customer Service Manager

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 proceduresPerform daily Customer Service tasksPerform reviews, evaluations, or disciplinary action for members of the customer service teamAssist in hiring processFacilitate monthly customer service staff meetingsTelephone requests and questionsHandle Customer Service requests and follow up to ensure customer satisfactionProvide general assistance and advice to customersOversee and review point of sale billing for fuel and/or other services or productsRelationship building with customers, both internal and externalLead the day-to-day inside operation and provide guidance for the customer service teamWork with line staff and line manager to ensure a premium customer service experience both inside and outsideDisseminate information to customer service teamRegularly communicate with customers and with all internal departments to ensure customer service standards are met and exceeded when possibleIdentify and contact potential customers. Explore new and creative ways to capitalize on capturing new customersHandle customer complaints and/or objectives on services and provide follow up. Document all communication with customersIdentify 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.Equal Opportunity Employer