Customer Service Manager

Modern Aviation

$62,000.00 - $65,000.00 / yr

medical insurance, life insurance, paid holidays, sick time, 401(k)

United States, Connecticut, Groton

155 Tower Avenue (Show on map)

Nov 02, 2024

Job Details

Job Location

Groton, CT

Salary Range

$62,000.00 - $65,000.00 Salary/year

Description

Customer Service Manager

Primary Purpose of the Position

The Customer Service Manager shall be responsible for the safety, productivity, service levels and overall operational efficiency of the FBO Customer Service Department. The Customer Service Manager will work closely with the Operations Manager and Line Service Department to provide a seamless customer experience.

Essential Functions

Directly manage all FBO CSR Supervisors and Customer Service Representatives.
Develop and maintain Customer Service practices and procedures that contribute to a safe, profitable, positive, and enjoyable work environment.
Recruit, interview and oversee the hiring of all new Customer Service team members.
Ensure that all Customer Service employees are properly trained with appropriate documentation to evidence such training.
Manage CSR work schedules and recommend appropriate staffing levels to the Operations Manager and General Manager.
Conduct regular performance reviews of direct reports, while counseling, motivating, and disciplining them as appropriate.
Organize periodic departmental meetings and design other communication flows between staff and management.
Lead and direct all customer service deliveries and provide service recovery when necessary.
Lead and conduct shift briefings with subordinate supervisors and employees.
Comply with and ensure accountability for Company policies and procedures related to customer service standards, safety, and security procedures.
Meet, greet, and assist customers with hotel reservations, ground transportation, catering, and other services.
Ensure a culture that promotes first class customer service and safety through daily observations, shift briefings, routine audits, usage of Baldwin SMS, monthly service/safety meetings, training, and documented service/safety
procedures.
Ensure a culture that promotes customer loyalty and an unsurpassed customer experience by creating an environment of increased employee engagement.
Develop and maintain strong relationships with customers and business partners.
Seek customer feedback via surveys and develop a culture of accountability and continuous improvement.
Work to position the FBO to attain high customer ratings in third party surveys such as AIN's annual FBO rankings.
Pursue new customer relationships by evaluating takeoffs and landings at the airport, identifying prospects, and making sales calls.
Additional duties as directed by the Operations Manager or General Manager from time to time.

Qualifications

Minimum Qualifications

Bachelor's Degree from a four-year college or university or five (5) years related experience and/or training

OR

Equivalent combination of education and experience.
Must possess a valid driver's license.
Must possess strong interpersonal, oral, and written communication skills.

Preferred Qualifications:

Consistently demonstrates good organizational and leadership skills.
Excellent customer relations skills required.
General knowledge of business management and accounting.
Proficient with personal computers and Microsoft office products.

The Company

Modern Aviation (the "Company") is a private equity-backed platform company launched in 2018 that is focused on the fixed-based operator ("FBO") sector. The Company has been rapidly growing through bolt-on FBO acquisitions and has significant additional committed capital from Apollo Management and Tiger Infrastructure Partners (its sponsors) to continue to grow the business through future acquisitions, capacity expansion at its existing locations and development of selective greenfield FBOs in the United States and the Caribbean. Modern's goal is to build the third largest national FBO network in the United States.

Company Benefits

Employee Medical Insurance, Basic Life Insurance, Short-Term Disability, Long-Term Disability, Vacation and Sick Time, Paid Holidays, HSA Account Funding, 401k Match

Other Available Benefits

Buy-up Medical Insurance, Dental, Vision, Optional Life Insurance, Flexible Spending Accounts, Health Savings Account, 401k

Reports to: General Manager

Supervisory Responsibility: This job has supervisory responsibilities.

FLSA Status: This position is exempt.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers.

Travel:

This position requires minimal travel.

Physical Requirements:

Physically able to perform frequent walking, sitting, stooping, stretching, bending, reaching, and grasping actions. While performing the duties of this job, the employee may be exposed to moving mechanical parts. The employee may be exposed to wet and/or humid conditions including extreme heat and cold. The noise level in the work environment is occasionally loud. May be required to work nights and weekends and holidays.

EEO Statement: The Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics or any other status protected under applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties: Please note this job description is not designed to cover all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.