Customer Experience Manager

This position is both indoor and outdoor in all weather conditions!

As Fort Wayne’s original municipal airport, Smith Field stands as one of America’s oldest surviving aviation sites. Building upon the legacy of Smith Field Air Services, Chuck and Lisa developed Sweet Aviation and quickly grew its footprint to include a state-of-the-art fleet of aircraft, which are now positioned at both Smith Field and DeKalb County Airport. In addition to its flight school, Sweet Aviation also offers its own charter service and aircraft maintenance operation.

At Sweet Aviation, our customers’ success and satisfaction are at the core of why we do what we do. Our mission is to help customers achieve their flight ambitions by providing a fun, safe, and memorable experience that exceeds all expectations. We do this by adhering to the Surack’s guiding principle: to always do the right thing.

As part of the Surack family, full-time employees can expect competitive pay, bonus potential, a complete benefits package, and a fulfilling professional outlook.

ABOUT THE COMPANY:

Sweet Aviation operates services out of multiple airports in Northeast Indiana including Part 61 & Part 141 flight training, aircraft maintenance and avionics services, FBO facilities and Part 135 charter flights. Sweet Aviation has been in business since 2011 and continues to expand its presence in existing and new market segments.

OVERVIEW OF THE IDEAL CANDIDATE:

The Customer Service Manager will emulate the Sweet Aviation core values of Honor, Humility, Helpfulness, Happiness (positive mindset), and Hungry to improve and grow in the role. They will lead a customer team to better assist with customer schedules, tasks, attract potential customers by answering product and service questions, suggesting information about other products and services to ensure customer satisfaction.

DUTIES AND RESPONSIBILITIES:

• Shifts are Tuesday-Saturday
• Oversee scheduling, training, and coordination of the Customer Experience teams.
• Implement a High School Level of curriculum to the local Fort Wayne communities
• Host, schedule, and manage special events specific to our communities and aviation interests.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Take payment information and other pertinent information such as addresses and phone numbers
• Aircraft relocation (Aircraft Tug and/or by hand)
• Other assigned tasks

REQUIRED QUALIFICATIONS & SKILLS

• Proven customer support experience
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multitask, prioritize and manage time effectively
• High school diploma or equivalent; college degree preferred

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Evening shift
• Morning shift

Work Location: In person

Salary : $20 - $24