Customer Service Manager

at Heritage Aviation in South Burlington, Vermont, United States

Job Description

Under the Direction of the FBO Director, this position is responsible for defining the vision and leading a team of Customer Service Representatives (CSR) in providing world class service for our FBO customers while ensuring continuous adherence to safety and security standards. The Customer Service Manager ensures systems, standards, policies, and processes are in place that result in consistent and positive customer experiences. This individual will build and oversee a robust infrastructure to support customer interactions and ensure high levels of communication, engagement, and retention.  This role is part of the management team responsible for implementing technology tools, metrics, and process enhancements to support company goals for customer success.

ROLE AND RESPONSIBILITIES

• In partnership with department and division managers, develop and manage the strategic direction and standards for excellence in customer service.
• Under the direction of the FBO Director, collaborate between FBO and Maintenance staff members to ensure seamless customer experiences.
• In partnership with Human Resources and department managers, lead efforts to onboard and continuously orient employees to Heritage’s philosophy and expectations for customer service excellence.
• Develop and continuously assess and document customer service benchmarks and training guidelines to ensure a positive customer experience is valued and maintained.
• Accountable for recruiting, developing, and managing a high-performing CSR team.
• Plan, organize and supervise the work of the CSR team, including scheduling and coverage for front desk. Serve as primary point of contact for after-hour and irregular operational needs.
• Continuously review and adapt processes and practices to ensure the highest quality of services, professionalism, and efficiency of workflow.
• Monitor and manage performance of the CSR team to ensure technical accuracy, demeanor, and adherence to Company policies and procedures.  The CSR team responsibilities include assisting customers with inquiries, resolving issues, greeting and assisting arriving and departing aircraft passengers and crew, and 
• coordinating requested services such as fueling, catering, parking, hangar space, hotel accommodations, and ground transportation.
• Accountable for ensuring that customer complaints are resolved promptly and professionally.
• Ensure that safety and security protocols are followed. Stay updated on industry changes and best practices. Conduct regular safety training for CSR staff.
• In partnership with Facilities manager, monitor FBO spaces to ensure cleanliness and functionality.
• Manage vendor and external relationships with ground transportation, hotels, and catering to ensure we are getting the best product, service, and pricing for our customers.
• Participate and collaborate with cross-functional teams to ensure continuous improvement and utilization of business systems and technology tools in support of customer experience.
• Implement and maintain effective methods for gathering customer satisfaction data. Analyze and interpret data relating to customer service effectiveness. Identify and operationalize opportunities to improve upon and sustain a positive customer experience.
• Build and automate metrics to measure key business and customer satisfaction indicators for FBO, including oversight of our Vermont merchandise display, pricing and product selection. Identify and operationalize opportunities for increased revenue.
• Other duties as assigned.