Customer Service Manager

Description

Our motto, "We are Ladies and Gentlemen, serving Ladies and Gentlemen", is evident in every interaction with our customers, co-workers, and team mates. We strive to find the best and brightest talent for each position within our organization, enabling the unique qualities of each individual to shine and compliment the entire team.

We are looking for an experienced customer relation manager to join our team at Million Air Topeka. As a CSM, you will ensure that our customers receive great customer service. You’ll be responsible for promptly addressing their inquiries and resolving any issues.

The CSM is responsible for creating and leading a customer service team focused on providing exceptional service for all internal and external customers. 

If you are an expert at handling client inquiries, adept at collaborating with other employees and agencies to optimize customer experience, outgoing and energetic and have a passion for customer service, you are the ideal candidate for us.

Requirements

Responsibilities and Duties

• Greet customers in a friendly, professional manner.
• Establish and maintain positive relationships with existing clients and employees.
• Provide prompt, efficient, and satisfactory responses to customer inquiries until they are resolved to the customer's satisfaction.
• Identify opportunities for improving customer experience and provide feedback to relevant teams and departments.
• Focus on increasing company sales, and contribute to the customer list.  
• Analyze customer data to identify patterns and insights; and leverage this information to enhance customer relationship management strategies.
• Collaborate with other departments (Accounting, Line Service Professionals, and community partners) to optimize the existing customer experience journey.
• Supervise the customer service representative team prioritizing and monitoring work, providing training as required.
• Responsible for the hiring process to create a well-rounded team with a customer and safety focus.
• Oversee invoicing for services for accuracy and completeness.
• Review customer service team payroll, manage overtime, and submit to payroll for processing.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

• Manage customer interactions, inquiries, and complaints across various channels, including email, phone, and social media.
• Support successful customer retention initiatives, such as maintaining vendor lists for hotels, ground transportation, etc., and negotiate preferred rates for customers and pilots.
• Monitor customer feedback regularly and identify areas of improvement in our products and services.
• Stay updated about industry trends and CSM best practices to ensure our processes and procedures are optimized.
• Successful record of developing and implementing customer relations strategies.
• Soft skills such as patience, adaptability, and empathy.
• Strong attention to detail.
• Strong problem-solving abilities with time management skills.
• Persuasive communication and interpersonal skills to collaborate effectively with internal teams and integrate customer feedback into the company’s strategies and initiatives.
• A customer-centric attitude to handle challenging client situations.

Reporting Relationship

This role is accountable directly to the General Manager.

Work Environment

The CSM position operates in a professional environment, which may include exposure to all types of weather conditions and direct contact with both moving and non-moving aircraft.

Physical Demands

The physical requirements outlined below reflect those necessary for an employee to effectively carry out the essential duties of this position, including but not limited to:

• Must be able to lift 25 pounds.
• Stand to greet customers during verbal exchanges, walk throughout the facility to interact with customers.
• Possible exposure to hazardous noise levels, chemicals, fumes, and machinery.

Position Type and Expected Hours of Work

This is a non-exempt position.  This position may require working evenings and weekends, and on scheduled company holiday as required.

Travel

Travel is expected for this position to industry trade shows, sales opportunities, and new location start up as required.

Education, Experience, and Eligibility Requirements

• A bachelor’s degree in relevant fields, such as marketing, business administration, communication, or customer relati