Customer Service Manager SFO - Signature Flight Support Corporation

Customer Service Managers make hospitality our primary focus with customers by performing leadership and management duties associated with the delivery of an elevated guest experience and consistent and safe operations. Duties may be performed personally, through subordinate supervisors, or by leading Customer Service Teams. 

Minimum Education and/or Experience:

• Bachelor’s degree or equivalent experience
• Four or more years of related experience

Additional Knowledge and Skills:

• Excellent communication, interpersonal, and organizational skills.
• Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Experience with conflict resolution in a customer service environment is required.
• Be able to prioritize customer requests and job responsibilities by exhibiting a keen ability to multi-task in a fast-paced environment.
• Be customer-oriented and can adapt/respond to different types of characters.
• Must possess a valid state driver’s license.
• Drive vehicles in areas congested with aircraft, moving and stationary vehicles and equipment requiring the ability to identify and distinguish colors, judge distances and spatial relationships.
• Read, write, and fluently speak and understand the English language.
• Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Proficient with personal computers and Microsoft office products.
• Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Communicate via telephone, fax, face to face, e-mail, PA system or air to ground radio.
• Write routine reports and correspondence.
• Effectively communicate with other members of management, subordinates, clients, customers, team members, and the general public.
• Apply concepts of basic math to calculate figures and amounts such as discounts, percentages, area and volume.

Essential Duties and Responsibilities:

• Provide day to day leadership and direction to deliver consistent, safe, reliable operations and service.
• Manage and direct personnel engaged in handling a variety of service requests and problem resolution.
• Recommend resolution to customer problems and/or complaints.
• Respond to service irregularities and recommend corrective action.
• Establish relationships with local hotels, restaurants, health clubs, etc. to obtain discounted rates for customers as applicable.
• Meet, greet, and assist customers with hotel reservations, ground transportation, catering and other services; coordinate service requests with other departments.
• Visit and maintain relationships with base tenants to ensure their needs are being met.
• Coordinate customer events.
• Perform personnel actions such as interviewing, hiring, scheduling, training, appraising performance, rewarding, and disciplining employees; address complaints and resolve problems. 
• May perform tasks such as time and attendance administration and processing new employees.
• Conduct employee meetings and shift briefings as required.
• Monitor the performance of Customer Service Representatives and any other assigned team members to ensure technical accuracy, demeanor, and adherence to Company policies and procedures.
• Instruct and supervise Customer Service Representatives, Monitoring Agents, and/or Air Concierges regarding security procedures, if applicable.
• Ensure a culture that promotes customer loyalty by creating an environment of increased employee engagement.
• Ensure a culture that promotes safety through daily observation, shift briefings, routine audits, safety meetings, training, and documented safety procedures. Lead procedures for use in the event of aircraft accidents, fires, or other emergencies.
• Conduct accident/injury investigations to determine root causes, including all reporting involved with the incident.
• May act as company liaison in matters related to the airport community.
• Maintain relationships with any applicable vendors.
• Purchase uniforms, promotional items and office supplies as required.
• Process sales transactions, fuel tickets, and meter sheets, if applicable.
• Review, audit, oversee, and compile work statistics for accounting and reporting purposes.
• Monitor and control expenditures, work hours, and inventory.
• Other duties as requested or assigned.

Supervisor and Financial Responsibilities

Manage Customer Service Representatives and/or Customer Service Supervisors

Minimum Education and/or Experience:

• Bachelor’s degree or equivalent experience
• Four or more years of related experience

Additional Knowledge and Skills:

• Excellent communication, interpersonal, and organizational skills.
• Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Experience with conflict resolution in a customer service environment is required.
• Be able to prioritize customer requests and job responsibilities by exhibiting a keen ability to multi-task in a fast-paced environment.
• Be customer-oriented and can adapt/respond to different types of characters.
• Must possess a valid state driver’s license.
• Drive vehicles in areas congested with aircraft, moving and stationary vehicles and equipment requiring the ability to identify and distinguish colors, judge distances and spatial relationships.
• Read, write, and fluently speak and understand the English language.
• Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Proficient with personal computers and Microsoft office products.
• Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Communicate via telephone, fax, face to face, e-mail, PA system or air to ground radio.
• Write routine reports and correspondence.
• Effectively communicate with other members of management, subordinates, clients, customers, team members, and the general public.
• Apply concepts of basic math to calculate figures and amounts such as discounts, percentages, area and volume.

Essential Duties and Responsibilities:

• Provide day to day leadership and direction to deliver consistent, safe, reliable operations and service.
• Manage and direct personnel engaged in handling a variety of service requests and problem resolution.
• Recommend resolution to customer problems and/or complaints.
• Respond to service irregularities and recommend corrective action.
• Establish relationships with local hotels, restaurants, health clubs, etc. to obtain discounted rates for customers as applicable.
• Meet, greet, and assist customers with hotel reservations, ground transportation, catering and other services; coordinate service requests with other departments.
• Visit and maintain relationships with base tenants to ensure their needs are being met.
• Coordinate customer events.
• Perform personnel actions such as interviewing, hiring, scheduling, training, appraising performance, rewarding, and disciplining employees; address complaints and resolve problems. 
• May perform tasks such as time and attendance administration and processing new employees.
• Conduct employee meetings and shift briefings as required.
• Monitor the performance of Customer Service Representatives and any other assigned team members to ensure technical accuracy, demeanor, and adherence to Company policies and procedures.
• Instruct and supervise Customer Service Representatives, Monitoring Agents, and/or Air Concierges regarding security procedures, if applicable.
• Ensure a culture that promotes customer loyalty by creating an environment of increased employee engagement.
• Ensure a culture that promotes safety through daily observation, shift briefings, routine audits, safety meetings, training, and documented safety procedures. Lead procedures for use in the event of aircraft accidents, fires, or other emergencies.
• Conduct accident/injury investigations to determine root causes, including all reporting involved with the incident.
• May act as company liaison in matters related to the airport community.
• Maintain relationships with any applicable vendors.
• Purchase uniforms, promotional items and office supplies as required.
• Process sales transactions, fuel tickets, and meter sheets, if applicable.
• Review, audit, oversee, and compile work statistics for accounting and reporting purposes.
• Monitor and control expenditures, work hours, and inventory.
• Other duties as requested or assigned.

Supervisor and Financial Responsibilities

Manage Customer Service Representatives and/or Customer Service Supervisors