What are the responsibilities and job description for the Customer Service Manager position at Hawthorne Global Aviati?
Job Description
Job Description
Ascension FBO - Customer Service Manager
Reporting to the General Manager, the Customer Service Manager manages the customer experience at a base including all processes and procedures and management of the customer service team.
Primary Responsibilities :
- Ensures all customers experience service that is prompt, courteous, anticipates their needs, and consistently goes above and beyond their expectations; interact with customers and develop relationships.
- Attracting, interviewing, and overseeing the hiring of all new team members;
- Manage the training of customer service staff to ensure all training is following the Hawthorne Customer Service training program; skills are continuously being observed, corrected, and that practice is core training component.
- Manage the site point of sale system to ensure efficiency, company standards and regulatory compliance.
- Conduct annual performance reviews of direct reports, while also providing ongoing counseling, mentoring, and discipline as appropriate.
- Culture champion who advocates with clarity, conviction, consistency, and courage.
- Team communication including daily shift huddles / transitions and monthly employee meetings; keeping employees apprised of company news and upcoming events.
- Development of strategies to improve the customer experience and generate organic growth.
- Lead culture initiatives within the Customer Service team and be a cultural ambassador for the base.
- Develop and maintain weekly scheduling for the Customer Service Team.
- Review and approve timecards for all team members.
- Planning and coordinating events; customer transportation, catering.
- Responsible for A / R and A / P; assists in monthly financial closings.
- Daily close outs, subject matter expert on all customer service applications
- Other duties as assigned by the General Manager.
Qualifications :
Physical requirements :
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.