There are five major job responsibilities for Customer Service Managers:

 

Provide Quality Service and Achieve Superior Customer Satisfaction

• Resolve customer service and operational problems during tour of duty
• Work in operation during peak or irregular periods
• Spend majority of time in the operation, interacting with customers and employees
• Prepare customer correspondence
• Use cross-functional teams to generate and implement quality improvement ideas
• Evaluate team performance through corporate quality control measurements, such as observations, CSI feedback, CSA data and customer complaints and compliments

Meet Profitability and Cost Control Goals

• Develop and monitor budgets and spending
• Actively seek cost reduction ideas
• Monitor lost time and administer the Attendance Control Policy

Ensure Compliance with all Operations, Safety and Other Government Requirements during Tour of Duty

• Investigates discrepancies and compiles statistical data for compliance purposes
• Write delay analysis and irregularity reports and complete OS1 documentation

Provide Team Members with Fair and Equitable Treatment

• Coach and counsel personnel and provide guidance to team on customer service and performance issues
• Conduct performance reviews for team members on a regular basis
• Document employee performance using Peak Performance through Commitment (PPC)
• Encourage employee teamwork to generate and implement individual and team's best ideas
• Respond to employees' professional and personal issues
• Conduct investigations and Boards of Inquiry (BOI) and, when necessary, dismiss employees for performance or attendance issues

Run an Effective Operation

• Communicate with managers, peers and team members, both within their immediate department, as well as with other departments
• Administer company policies and procedures
• Provide team with necessary tools, resources and training to meet or exceed all operational performance goals
• Involve all team members in determination of operational improvements
• Coordinate operation including scheduling, hiring, training, inventory, etc.

Qualifications

• Must be able to lead and motivate employees in working as a team
• Must be decisive and be able to work under demanding operational conditions in a stressful environment
• Must have excellent oral and written communication skills, leadership, initiative and judgment
• Must demonstrate strong administrative and analytical abilities
• Must be willing to work outdoors in any weather conditions in accordance to our Safety Guidelines
• Must be willing to work extra hours when there are operational needs, such as weather delays
• Ability to work rotating shifts including weekends, holidays and days-off
• Prior Airport Services experience preferred
• Knowledge of company policies and procedures, applicable SABRE and other functional automation knowledge
• Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable
• Must be able to become certified Ground Security Coordinator (GSC), if applicable

* This job is subject to Department of Transportation (DOT) drug and alcohol testing. Your previous employers will be contacted to verify if you had any DOT drug violations and/or refusals to test for drugs or alcohol in the previous two year period. Your DOT required urine specimen will be tested for the following substances: Cocaine, Marijuana, PCP, Amphetamines and Opiates.

The current relationship between the Position Levels of Legacy of the company and Legacy US is pre-organizational. Pay scale Level (company) and Pay Grade (US) provide general mapping and may not result in a pay adjustment for promotions, laterals and demotions. Final level will be determined upon final organization design and implementation.

 

OLEKSANDRA SIKORSKA
Professional Recruiter

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