Customer Service Manager - CLE Airport

Interested in working in aviation? Are you looking for a job with stability and growth opportunities? If you are looking for a career with growth potential and work well in a fast-paced,
team-oriented environment, we want to speak to you!

• Enjoy benefits like 401(k) with matching, health, dental, vision, and life insurance, paid time off, growth opportunities, and more
  * Benefits may vary based on eligibility
• We are committed to being a leading provider of commercial services within the aviation industry
• Our teams focus on maintaining a positive working environment and treating all team members with respect
• With more than 200 locations across the world, we offer opportunities for career progression

The Customer Service Manager oversees all customer-facing operations, ensuring that passengers experience the highest level of service from arrival to departure. This role involves managing a team dedicated to providing positive customer service, passenger assistance, resolving queries, and enhancing the overall travel experience. You will be responsible for training staff in customer service best practices, handling escalations, and implementing strategies to improve service quality and efficiency.

You will also collaborate with other airport departments to ensure a seamless and positive experience for all travelers. Additionally, you will analyze feedback and performance data to identify areas for improvement and develop initiatives to increase customer satisfaction.

• Oversee all customer-facing operations within the airport to ensure exceptional service standards
• Manage and lead a team of customer service representatives, including hiring, training, and performance evaluation
• Develop and implement customer service policies and procedures to enhance passenger experience
• Handle customer inquiries and complaints, ensuring timely and satisfactory resolutions
• Collaborate with airport departments to facilitate smooth operations and passenger flow
• Train staff in customer service best practices and airport-specific protocols
• Monitor team performance, providing feedback and coaching to improve service quality
• Analyze customer feedback and service metrics to identify trends and areas for improvement
  
  Implement initiatives aimed at increasing customer satisfaction and loyalty
• Ensure compliance with airport regulations and safety standards in all customer service activities
• Coordinate with external service providers, including airlines and ground services, to address passenger needs
• Manage the customer service budget, optimizing resources to enhance service delivery
• Stay informed about airport events, promotions, and changes to effectively communicate with passengers
• Foster a positive and inclusive work environment that encourages teamwork and innovation
• Lead by example, demonstrating exceptional customer service skills and a commitment to passenger satisfaction
• Conduct regular meetings with staff to discuss performance, objectives, and ongoing projects
• Perform any additional duties as assigned by management

• 18 years of age or older
• Must be legally authorized to work in the country of employment.
• Must hold a valid driver's license.
• Intermediate/Highly proficient Word, Excel, PowerPoint, Outlook
• 5 years in management, managing teams
• Knowledge of the Aviation Industry
• Communicate effectively in English (reading, writing, speaking)
• Ability to access and interpret information in print and electronically, including the use of electronic devices including IPads/Tablets, Computers, and Mobile Devices
• Effectively communicate with colleagues and clients, both in-person and through electronic means
• Pass a background check and drug screen
• Eligibility to acquire needed credentials and clearances (FAA, RAIC, TSA, Port Authority, U.S. Customs and U.S. Postal- as applicable).
• Airlines are 24/7, so we need our team members to be flexible to work various shifts including nights, weekends and holidays

To perform this job successfully, an individual must be able to perform each essential requirement satisfactorily. The requirements listed above are representative of the work environment, knowledge, skill, and/or ability. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements.

• Ability to lift up to 25 pounds
• Position is generally sedentary, sitting for long periods of time
• Be able to hear and respond to the spoken voice and to audible alarms
• Tasks may involve repetitive motions of the arms, wrists, hands and/or fingers
• Specific vision abilities required for this job include:
  Close vision (clear vision at 20 inches or less); distance vision (clear vision at 20 feet or more); peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); depth perception (three-dimensional vision, ability to judge distances and spatial…