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*Customer Service Manager - DOT - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | phoenix, Arizona |
About this job
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 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 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
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.
Department:
Customer Service
Location:
US-AZ-Phoenix
Posted Date:
2/23/2015 16:49:00
Expiration Date:
2/28/2015 23:59:00
Requisition ID:
1500470
Work Schedule
Full Time
Equal Opportunity Employer/Disabled/Vets
jobpost-14617
aa
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 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 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
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.
Department:
Customer Service
Location:
US-AZ-Phoenix
Posted Date:
2/23/2015 16:49:00
Expiration Date:
2/28/2015 23:59:00
Requisition ID:
1500470
Work Schedule
Full Time
Equal Opportunity Employer/Disabled/Vets
jobpost-14617
aa