Customer Service Manager - CLE Airport

Customer Service Manager

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!

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.

Responsibilities include overseeing all customer-facing operations within the airport to ensure exceptional service standards, managing and leading a team of customer service representatives, developing and implementing customer service policies and procedures, handling customer inquiries and complaints, collaborating with airport departments to facilitate smooth operations and passenger flow, training staff in customer service best practices and airport-specific protocols, monitoring team performance, providing feedback and coaching to improve service quality, analyzing customer feedback and service metrics to identify trends and areas for improvement, implementing initiatives aimed at increasing customer satisfaction and loyalty, ensuring compliance with airport regulations and safety standards in all customer service activities, coordinating with external service providers, managing the customer service budget, staying informed about airport events, promotions, and changes to effectively communicate with passengers, fostering a positive and inclusive work environment that encourages teamwork and innovation, leading by example, demonstrating exceptional customer service skills and a commitment to passenger satisfaction, conducting regular meetings with staff to discuss performance, objectives, and ongoing projects, and performing any additional duties as assigned by management.

Qualifications include being 18 years of age or older, legally authorized to work in the country of employment, holding a valid driver's license, being intermediate/highly proficient in Word, Excel, PowerPoint, Outlook, having 5 years in management, managing teams, knowledge of the Aviation Industry, communicating effectively in English (reading, writing, speaking), ability to access and interpret information in print and electronically, effectively communicating with colleagues and clients, both in-person and through electronic means, passing 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), and being flexible to work various shifts including nights, weekends and holidays.

Physical activity/working conditions may include 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, distance vision, peripheral vision, depth perception, and ability to adjust focus.

The pay rate listed on this post is what the company reasonably expects to pay for this position. However, individual compensation may vary based on factors including qualifications, skills, competencies, education, and experience.

Prime Flight Aviation Services, Inc. is proud to be an equal-opportunity employer. All applicants and employees are considered and evaluated for positions at Prime Flight Aviation Service, Inc. without regard to race, ethnicity, religion, color, sex, gender, gender identity or expression, sexual orientation, national origin, ancestry, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state/province, and local laws.