CONCIERGE / CUSTOMER SERVICE MANAGER

jetCenters of Colorado is, "Home", to the major gateway cities of the majestic Rocky Mountains.

jetCenters of Colorado is comprised of three full service Fixed Based Operators (FBOs) along Colorado's Front Range-branding safety, service and security as our top priorities. We offer flight services for business, general, commercial and military aircraft operations. Our award-winning, professional service combined with our amenities allow us to fully accommodate our customers and their aircraft using the jetCenters of Colorado preferred FBO network.

jetCenter locations include: Colorado Springs, CO, Denver, CO and Fort Collins-Loveland, CO

The Colorado jetCenter location is seeking to fill a Concierge Manager position.

The Concierge Manager will be responsible for the supervision of the Concierge team and all front counter operations. Basic hours will be 0900 – 1700 hours Monday through Friday. The position will require work hours outside the basic hours to provide counter training and supervision of the Concierges. The Concierge Manager must also be available by phone at any given time. Applicant must be familiar with the CJC customer base as well as the current vendors used to supply the department. The candidate must be familiar with the CJC POS system, and all operational procedures related to the customer service department of Colorado jetCenter.

Responsibilities include but are not limited to the following duties:

• Ensures the Concierges maintain a positive and friendly relationship with flight crews, and passengers that operate through the Colorado jetCenter terminal.
• Provides overall supervision and coordination of the Concierge team.
• Supervises Concierge Trainer in all aspects of training and keeping training documents up to date and relevant
• Supervise Concierge Lead in all aspects of daily operations, reporting, and other tasks as assigned.
• Assists with recruiting/interview process.
• Orders and maintains all Concierge uniforms.
• Responsible for documenting and follow up of disciplinary actions, consults with Human Resources as needed.
• Supervises all Concierges to assure quality and compliance with customer service procedures and policies.
• Performs miscellaneous tasks as requested by the GM and/or Ops/Admin Manager.
• Follows up on customer complaints regarding counter service and billing issues.
• Works directly with accounting to complete any reversals/changes necessary for customer billing.
• Develops and posts schedules for Concierge counter coverage in a timely manner.
• Updates changes on the posted Concierge schedule regarding any personnel changes including shift exchanges and call-ins.
• Oversees and supervises the Concierges in completing various counter reports/tasks including but not limited to petty cash, daily fuel reports, weekly price changes, and monthly hangar billing.
• Assists, as necessary, in daily counter operations.
• Must be available after hours, when needed; and
• Other duties as assigned.

Required Education/Experience/Skills/Abilities:

• Age 21
• High School Diploma or equivalent
• Minimum of 2 years customer service experience in an FBO/Aviation environment
• Valid Driver’s license, good driving record and reliable transportation
• Ability to communicate effectively both in written and and oral form
• Must be proficient with X1-FBO
• Must have strong customer service skills
• Proven ability to train Concierges
• Must be proficient with Microsoft applications, such as MS Word and Excel
• Must be able to excel/work in a fast-paced environment
• Must be able to work independently with limited supervision
• Must have good judgment
• Must be a team player
• Must be a quick learner
• Must be able to multi-task
• Must have strong problem solving / conflict resolution skills, but know when to escalate

Compensation & Benefits

Compensation includes a base salary and competitive benefits package. (Must be full-time to be eligible for benefits)

Salary Range

$45,000 to $55,000 Annual, commensurate experience.

All internal applicants must apply online or submit their resume for consideration. Only candidates that meet the minimum qualifications will be interviewed.

This opportunity will be posted internally for at least one week and remain open, until position is filled. Qualified internal candidates will be given preference.

jetCenters of Colorado is an Equal Employment Opportunity and Affirmative Action Employer, and does not discriminate based on race, sex, color, age, religion, national origin, sexual orientation, gender identity/gender identity expression, lawful political affiliations, veteran status, disability, and/or any other legally protected status under applicable federal, state, and local equal opportunity laws.