Customer Service Manager

Position at Skyservice Business Aviation SKYSERVICE BUSINESS AVIATION

Skyservice is the North American market leader in business aviation. Built on the key principles of safety and service excellence, we offer full-service support and expertise in aircraft management, charter, maintenance, and sales from our fixed-based operator services across Canada and the United States. People and values are inseparable assets that fuel our commitment to Quality, Safety, Respect, Commitment, and Efficiency. These key values guide us every day and contribute to our reputation as industry leaders in aviation services. Skyservice is a team that is committed to supporting and developing our people. If you wish to advance your career and be part of team committed to reaching further and aiming higher in Business Aviation, the Skyservice family of companies is the team for you. Get to know us :     YOUR FUTURE AT SKYSERVICE   Here at Skyservice we are continuing to grow and provide high level service to our clients, expanding our footprint and name throughout the Americas. You will bring an innovative mindset, strong attention to detail and fast-paced way of working to a team that works together to exceed the expectations of our customers. We focus on excellence and are committed to support and develop our teams! LOCATION :   Bend, OR 97701 or Redmond, OR 97756 RESPONSIBILITIES :

• Oversee customer service employees and performance.
• Provide support for customers and employees.
• Handle complex customer service issues and oversee day-to-day operations.
• Supervise Customer Service personnel with scheduling, uniforms, training, counseling, and disciplinary issues.
• Complete reviews for customer Service personnel.
• Develop and revise Customer Service policies and procedures
• General staff management / coaching / oversight;
• Responsible for the completion of occurrence report investigations and closings in accordance with the SMS guidelines;
• Manage the customer interface;
• Proactively promote and sell FBO services;
• Direct / Indirect feedback – including follow-ups with customers;
• Ensure the accuracy of invoicing for all services to include : deicing fees, catering, landing fees, hanger, fuel ramp and any other services as required to the appropriate customer.
• Oversee receivables for customer accounts, provide statements to customers, follow up of timely payments, close invoices on time, deposit checks to bank, apply customer payments to invoices, and resolve AR discrepancies.
• Prepare and deliver to department any necessary memorandums, protocols, and procedures (., Security, invoicing, ;
• Participate and conduct regular meetings, training, and providing support and feedback to the Customer Service team;
• Facilitate efficient and customer-focused arrivals and departures of customers;
• Maintain effective communication and coordination between customers, line service crew, CSRs, and management as required;
• Greet and assist flight crews with fuel requests, hotel reservations, catering, limo / shuttle arrangements, and other ground support requirements;
• Work closely with line service manager, operations manager, Line Service, Flight Crew, Flight Coordinators, and supporting vendors to ensuring all client experience needs are met, promoting cohesive communication and in our Brand Standards;
• Respond to AIRINC, UNICOM, two-way communication with incoming aircraft by utilizing ground-air radio; Emails, Company phone text messaging, as well direct cell phone calls in a timely expectation;
• Resolve concerns from staff, crew, and / or guests awhile upholding the client and corporate expectations

QUALIFICATIONS AND SKILLS REQUIRED :

PHYSICAL DEMANDS and WORK ENVIRONMENT : The physical demands described here represent those that must be met by an employee to successfully perform the daily functions of this job. Reasonable accommodation may be provided to enable employees with disabilities to perform the daily functions. Sedentary work. Exerting up to 10 pounds of force occasionally and / or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and / or fingers. The worker must have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. BENEFITS :