Aviation Customer Service Manager

RESPONSIBILITIES:Oversee customer service employees and performance.Provide support for customers and employees.Handle complex customer service issues and oversee day-to-day operations.Supervise Customer Service personnel with scheduling, uniforms, training, counseling, and disciplinary issues.Complete reviews for customer Service personnel.Develop and revise Customer Service policies and procedures.General staff management/coaching/oversight.Responsible for the completion of occurrence report investigations and closings in accordance with the SMS guidelines.Manage the customer interface.Proactively promote and sell FBO services.Direct / Indirect feedback – including follow-ups with customers.Ensure the billing of deicing fees, catering, landing fees, hanger, fuel ramp and any other services as required to the appropriate customer.Prepare and deliver to department any necessary memorandums, protocols, and procedures (i.e., Security, invoicing, etc.).Participate in regular meetings, providing support and feedback to the Customer Service team.Facilitate efficient and customer-focused arrivals and departures of customers.Maintain effective communication and coordination between customers, line service crew, CSRs, and management as required.Greet and assist flight crews with fuel requests, hotel reservations, catering, limo/shuttle arrangements, and other ground support requirements.Work closely with line service and pilots ensuring that all customer service needs are met, promoting cohesive communication.Maintain, monitor and update the Aircraft Entry Log and advise line service crew accordingly.Maintain two-way communication with incoming aircraft by utilizing ground-air radio.Resolve concerns from staff, crew, and/or guests.QUALIFICATIONS AND SKILLS REQUIRED:A minimum of 5 to 7 years’ experience in a discerning customer service environment.Completion of secondary school is an asset.Several years of related customer service experience with increasing levels of responsibility.Excellent communication skills.Strong organizational skills, resourceful.Proactive, having the ability to understand customers’ needs.Ability to work under pressure in a fast-paced environment.Ability to consistently provide a positive attitude while working in a group.PHYSICAL DEMANDS and WORK ENVIRONMENT:The physical demands described here represent those that must be met by an employee to successfully perform the daily functions of this job. Reasonable accommodation may be provided to enable employees with disabilities to perform the daily functions.Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker must have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.Fontainebleau Aviation

is an equal opportunity employer.

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