The job below is no longer available.
You might also like
in Charlotte, NC
- $31
est. per hour Zaxby's • 10h agoUrgently hiring 9 mi Use left and right arrow keys to navigate - $31
est. per hour Zaxby's • 10h agoUrgently hiring 9 mi Use left and right arrow keys to navigate - $16.00 to $19.00
Verified per hour CRVA-Charlotte Regional Visitors Authority • 3d agoUrgently hiring 0.4 mi Use left and right arrow keys to navigate - $18
est. per hour Burger King • 4h agoUrgently hiring 1.4 mi Use left and right arrow keys to navigate - $18
est. per hour Burger King • 4h agoUrgently hiring 5.7 mi Use left and right arrow keys to navigate
Customer Service Manager - Customer Operations - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Charlotte, North Carolina |
About this job
POSITION TITLE: Customer Service Manager
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, AA Safety, FAA 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
Qualifications
- 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.
- 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 AA 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
- Must be able to become certified Ground Security Coordinator (GSC), if applicable
- Prior Airport Services experience preferred
- Knowledge of company policies and procedures, applicable SABRE and other functional automation knowledge
- Must be willing to take a pre-employment drug screening test
- Must be willing to undergo comprehensive background and/or fingerprint checks to satisfy security requirements, if applicable
Equal Opportunity Employer/Disabled/Vets
Department:
CLT PAX
Location:
US-NC-Charlotte
Posted Date:
4/17/2015 00:00:00
Expiration Date:
12/12/2099 00:00:00
Requisition ID:
225831
Work Schedule
Full-Time
Equal Opportunity Employer/Disabled/Vets
jobpost-16997
us
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, AA Safety, FAA 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
Qualifications
- 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.
- 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 AA 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
- Must be able to become certified Ground Security Coordinator (GSC), if applicable
- Prior Airport Services experience preferred
- Knowledge of company policies and procedures, applicable SABRE and other functional automation knowledge
- Must be willing to take a pre-employment drug screening test
- Must be willing to undergo comprehensive background and/or fingerprint checks to satisfy security requirements, if applicable
Equal Opportunity Employer/Disabled/Vets
Department:
CLT PAX
Location:
US-NC-Charlotte
Posted Date:
4/17/2015 00:00:00
Expiration Date:
12/12/2099 00:00:00
Requisition ID:
225831
Work Schedule
Full-Time
Equal Opportunity Employer/Disabled/Vets
jobpost-16997
us
Your Privacy Choices