What are the responsibilities and job description for the Customer Service Manager, FBO position at Premier Jet Services CVG LLC?
Description
About Us:
Premier Private Jets is a distinguished provider of comprehensive business aviation services, including Charter, Maintenance, Repair, and Overhaul (MRO) [PremierMRO], and Fixed Base Operations (FBO) [PremierFBO]. With a commitment to excellence, we ensure our clients receive unparalleled service across all divisions.
We are seeking a proactive, customer focus and results-oriented Customer Service Manager at our CVG, Kentucky Location.
The Customer Service Manager is responsible for overseeing the Customer Service department. This individual will ensure that the FBO maintains the highest service standards, enforces all company procedures, and offer safe and efficient operations to our guests. The Customer Service Manager will promote the FBO values, vision, guiding principles, and create a positive team environment that raises the level of service to our guests and employees.
Duties:
- Create and maintain a strong and effective Customer Service team.
- Problem solving is a core competency. Customer Service Manager must be able to work with other departments to resolve issues related to customers, service issues and other aspects that relate to the FBO.
- Establishes and maintains schedules for all Customer Service employees.
- Train, develop, and coach CSR’s in accordance with established procedures including adherence to the uniform policy, radio & phone etiquette, service standards, and accurately/timely process invoices.
- Motivate and encourage all employees to provide the highest service levels.
- Serve as the primary contact for the Customer Service department to recruit, interview and complete new hire paperwork.
- Manages and completes performance reviews and disciplinary actions in a timely manner and within scheduled timelines established by the FBO leadership team.
- Remain proficient in all job functions and new enhancements.
- Manage customer proposals, agreements, sales initiatives & discounts, monthly invoices and other similar tasks in cooperation with FBO Manager.
- Responsible for the review of cash and credit card transactions and ensure that daily checks & balances are completed satisfactorily with the accounting department.
- Communicate with the team any changes or additions to the department or company policies.
- Procure equipment, supplies and other required items for the department within budget guidelines.
- Suggest ways to improve internal processes.
- If required, assist FBO manager with sales calls and business development initiatives.
- Ensure that the team greets all customers with a warm welcome, proactively assists all customers (pilots & passengers) with aircraft and concierge needs, and anticipates the needs of guests.
- Performs other duties or special projects as assigned.
- Effectively communicate with the team and with customers across multiple platforms to include in-person, on the telephone, email and radio.
- Occasional after-hours support may be required.
- Develop goodwill relationships with customers/vendors.
- Assist with any other tasks as required by the FBO Manager.
- Back-up line service with any ground needs such as moving rental cars to the ramp, escorting vehicles to an aircraft, wing-walking, etc.
Benefits:
- Medical, dental, vision, and life Insurance Supplemental life insurance
- Short-term and long-term disability
- 401k with Company Match
- PTO, paid holidays
Requirements
Qualifications:
- College Degree preferred. High School Diploma or GED required.
- Two years of customer service or related experience is required. Hotel or other hospitality service is preferred.
- Standing for long periods may be required.
- Ability to move quickly from front desk to ramp door, front door, galley area, etc.
- Walking paired with exposure to dirt, fumes, noise and temperature extremes
