Customer Service Manager, Airport Customer Experience Administration
About the position
Responsibilities
- Drive operational excellence while maintaining a safety-conscious environment that promotes exceptional customer service.
- Act as a safety advocate by identifying and addressing safety concerns.
- Establish team and individual goals aligned with departmental and company objectives.
- Coach and mentor front-line team members in skill development and customer service.
- Foster effective relationships with team members based on compassion, integrity, and respect.
- Allocate resources effectively to support teams in achieving operational goals safely.
- Conduct self-audits and root cause investigations to ensure ongoing safety and reliability.
- Promote effective communication among departments to achieve common goals.
- Analyze station-specific data to improve scheduling, training, and overall performance.
- Understand and apply corporate initiatives and union contract rules in interactions with team members.
Requirements
- High School diploma or GED equivalency.
- Previous airport customer service experience preferred.
- At least 2 years of experience leading others.
- Knowledge of company policies and procedures and functional automation applications.
- Ability to engage and support an inclusive working environment.
- Strong critical thinking and decision-making skills.
- Ability to work independently and collaboratively under demanding conditions.
- Proficiency in Microsoft Office applications.
Nice-to-haves
- Experience in a fast-paced dynamic environment.
- Knowledge of Joint Collective Bargaining Agreement (JCBA).
- Ability to monitor and assess performance for improvements.
Benefits
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Pet insurance
- Vision insurance
