Massachusetts Jobs

Manager Customer Service

Location:

Bedford, MA, US, 89059

Flexible Work Arrangement: Onsite

Job Category: Fixed Base Operations (FBO)

Career Level: Management

Requisition Id: 3357

Since 1967, Jet Aviation has been crafting flight in its smoothest form. From one hangar in Basel, Switzerland, to some 4,000 employees, and some 50 locations worldwide. Aircraft Management, Aircraft Sales, Charter, Completions, Defence, FBO, Fixed and Rotary Wing Maintenance, and Staffing. Behind every seamless Jet Aviation experience, is a team of dedicated professionals perfecting the art of flight. The artisans of aviation. The craft that brings our customers’ journey to life. In the hangar, on the ground, and behind the scenes. Enabling global flight, with passion.

Position Summary

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

Compensation Data

The posted salary ranges will default to that of your regional location and will not include any premiums. The baseline range will be as follows: $81,000-$95,000 annually.

Minimum Requirements

• 10+ years of work experience

• Must be available to work flexible shifts, including nights, weekends, and holidays

• Ability to troubleshoot customers’ issues

• Possess leadership skills

• Ability to use Microsoft Office

• Ability to manage multiple projects and diverse team members simultaneously

• Must obtain an Airport ID Badge within 30 days of employment

• Valid Drivers' license

Main Responsibilities

• 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 ensure that the department maintains a high and continuing level of customer service at all times

Main Responsibilities Cont.

• 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 the departments’ job descriptions

• Responsible for maintaining and updating commissionable hotels in the online booking tool

• Other duties may be assigned

Desired Characteristics

• Displays a professional, detail-oriented, and proactive approach

• Work experience in the aviation industry or a related field (e.g. hospitality) would be an advantage

• Ability to work calmly and effectively under pressure

• Possesses cultural awareness and required sensitivity

• Excellent communications and people skills

• Strong initiative and self-direction

• Has a pleasant, friendly, and helpful manner to deliver the best experience to customers and colleagues

• Quality driven with a passion for excellence to represent Jet Aviation as a Brand Ambassador

• Demonstration and commitment to Jet Aviation values (Trust, Honesty, Alignment, Transparency)

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to use their hands and fingers to handle, feel, or reach. The employee frequently is required to stand, walk, or sit. The employee is occasionally required to climb or balance, kneel, crouch or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds over their heads. Specific vision required for this job include, close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust and focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The employee must be able to work in both a heavy maintenance environment and in upscale customer areas. The noise level in the work environment is usually moderate with occasional high volume when aircrafts arrive/depart. The employee is frequently exposed to vibration. Occasional fuel fumes may permeate the workplace. Employee must be willing and able to work in all types of weather conditions. The noise level in the work environment is usually loud. The Hangar environment may be extreme hot and cold during certain seasons of the year.

Jet Aviation provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.