Customer Service Duty Manager (MOD)

Great News! Want to work for one of the leading fueling companies in the world? Join Menzies Aviation and be part of our family!

As a Menzies Aviation Customer Service Duty Manager, you will be directly responsible for overseeing customer service operations on their shift. The Duty Manager will take accountability for safety, resource management, operation standards, policy implementation, client relations, and financial performance of their shift. This individual must adhere to Menzies Aviation uniform guidelines and codes of conduct.

Key Responsibilities

• Full accountability to the Customer Service Manager for Health & Safety issues, operational and financial performance of their shift
• Planning resource allocation in each business unit for their shift
• Routine liaison with customer representatives
• Liaison with internal and external customers and agencies
• Producing routine reports
• Support the development of business units with accurate and timely project work
• Ensuring compliance with all internal and external operational and administrative requirements

• Perform as a mentor to other employees
• Required to attend the mandatory training imposed by the Company and Airlines as per job role
• Provide training to employees in accordance with Company and Airline standards
• Complete investigations and report compliance to the Sr. Management Team.
• Handling of all employee related issues, focusing on improving performance, professional conduct and ensuring attendance reliability.
• Duties as assigned.

Qualifications

• Must be at least 18 years of age
• Must pass pre-employment drug screen
• Must have current valid US driver’s license
• Ability to proficiently read, write and speak English
• Excellent communication skills
• Must have a positive, can-do, upbeat personality
• Able to remain calm under pressure
• Must excel in time management skills and require minimal supervision
• Able to stand for long periods of time at the ticket counter and gate check-in areas
• Must be comfortable lifting 70lbs
• Must pass FBI background check and obtain US Customs seal
• Must be available and flexible to work variable shifts including weekends and holidays
• Management experience in the Airport Ground Handling business
• Advanced Computer Skills Required
• Previous management experience and a demonstrable track record of passenger services success
• A proven track record in managing a business unit
• Possess 3-5 years of aviation industry experience with sound knowledge of passenger operations and procedures
• Organizing and planning skills, with the ability and initiative to react effectively and quickly to unexpected circumstances

Knowledge, Skills and Abilities

• Ability to learn quickly
• Ability to understand and carry out oral and written instructions and request clarification when needed
• Strong interpersonal skills
• Ability to work as part of a team
• Ability to build relationships

Benefits

• Opportunities for Leadership Training Programs
• Three Health Plans through Meritain Health that offer a variety of coverage
• Two Dental Plans through Delta Dental
• Vision Insurance Plan through Met Life Vision
• Paid Vacation
• Accident Coverage Plan
• Critical Illness Coverage Plan
• Hospital Indemnity Coverage Plan
• Company Paid Employee Basic Life and AD&D Insurance, 2x your basic annual earnings.
• Voluntary Life and AD&D Insurance
• Voluntary Short-Term Disability Insurance
• Company Paid Long-Term Disability Insurance
• 401K Savings Plan
• Employee Assistance Program
• Prepaid Legal Coverage Plan
• Identity Theft Protection Plan

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is primarily done indoors; however, the individual will be working near terminals with consistently open doors where harsh weather conditions could affect the indoor environment. The Passenger Service Agent team is provided a Menzies Aviation uniform including a long coat.

This individual will also work with disgruntled customers throughout the airport and must maintain a positive attitude when representing our company and communicating with cu