Sr Manager Customer Service

The manager of customer service is responsible for coordinating the daily activities of the customer service department and the supervision of the customer service personnel. This position is responsible for ensuring that we maintain the highest customer service standards, observe all operating procedures, and deliver safe and efficient service to customers, vendors, and visitors. This individual carries out managerial responsibilities in accordance with the organization’s policies and procedures and applicable laws

• Manages and maintains adherence to the standards of excellence for courteous customer service, grooming and dress code
• Manages and directs on a daily basis the supervisors, leads, and service representatives, as well as any other related positions
• Enhance and reinforce training programs to ensure that the department maintains a high and continuing level of customer service
• Ensures friendly and efficient and hospitable service to our customers and adherence to all customer service, and ground support operating procedures
• Establishes schedules and assigns individual duties to the supervisors, leads, and senior personnel and any other related positions as required and assigns individual duties to the supervisors, leads, and senior personnel as required
• In partnership with the human resources department, interviews applicants for all open positions within the customer service department
• In partnership with the human resources department, this position will have an active role in the hiring, dismissal, discipline, training, retraining, evaluation process , and counseling customer service employees
• In partnership with the director of FBO services and the human resources department, enhances and reinforces training programs to insure that the department maintains a high and continuing level of customer service at all times
• Prepares the necessary materials used in evaluating and assessing the performance of all personnel within the customer service department
• Responsible for the daily review of cash and credit card transactions and ensures that daily checks and balances have been completed satisfactorily and reports to the director of the FBO any discrepancies
• Communicates changes or additions to company or departmental policies to the staff
• Assumes additional responsibilities in the absence of the FBO Supervisor and delegates responsibilities to qualified personnel
• Motivate and encourage the supervisors, leads, senior, and all employees within the department to provide the highest service levels. Assists also in improving ways of open communication with employees to reduce employee relations issues
• Responsible for the performance of all the employees within the customer service department according to their job descriptions. The manager must be familiar with all of the departments’ job descriptions
• Responsible for maintain and updating commissionable hotels in the online booking tool
• Other duties may be assigned