Description

Become a vital part of our team leading a high-performing group of Customer Service Representatives dedicated to delivering personalized, seamless, and professional experiences for pilots and passengers. As Customer Service Manager, you will define the vision for customer service, develop team standards, and oversee operations to ensure every interaction reflects Heritage Aviation’s commitment to excellence. In this role, you will coach and manage the CSR team, coordinate services such as fueling, catering, transportation, and lodging, and collaborate with line service and maintenance teams to create smooth and welcoming experiences. You will also manage schedules, analyze customer feedback, optimize processes, and implement technology tools to drive continuous improvement and customer satisfaction. Strong leadership, communication, and organizational skills are essential, along with the ability to manage multiple priorities and projects in a fast-paced environment. Flexibility is important, as shifts may include evenings, weekends, and holidays. A bachelor’s degree in management or a related field, or equivalent professional experience, is preferred, along with 5–7 years of relevant work experience, including experience in a supervisory role leading a team to achieve customer service goals. This position has a hiring range of $63,750–$74,905, with salary commensurate with experience, and includes an extensive benefits package with company stock and a profit-sharing bonus.

Responsibilities

• In partnership with department and division managers, develop and manage the strategic direction and standards for excellence in customer service.
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  Under the direction of the FBO Director, collaborate between FBO and Maintenance staff members to ensure seamless customer experiences.
• In partnership with Human Resources and department managers, lead efforts to onboard and continuously orient employees to Heritage’s philosophy and expectations for customer service excellence.
• Develop and continuously assess and document customer service benchmarks and training guidelines to ensure a positive customer experience is valued and maintained.
• Accountable for recruiting, developing, and managing a high-performing CSR team.
• Plan, organize and supervise the work of the CSR team, including scheduling and coverage for front desk. Serve as primary point of contact for after-hour and irregular operational needs.
• Continuously review and adapt processes and practices to ensure the highest quality of services, professionalism, and efficiency of workflow.
• Monitor and manage performance of the CSR team to ensure technical accuracy, demeanor, and adherence to Company policies and procedures. The CSR team responsibilities include assisting customers with inquiries, resolving issues, greeting and assisting arriving and departing aircraft passengers and crew, and coordinating requested services such as fueling, catering, parking, hangar space, hotel accommodations, and ground transportation.
• Accountable for ensuring that customer complaints are resolved promptly and professionally.
• Ensure that safety and security protocols are followed. Stay updated on industry changes and best practices. Conduct regular safety training for CSR staff.
• In partnership with Facilities manager, monitor FBO spaces to ensure cleanliness and functionality.
• Manage vendor and external relationships with ground transportation, hotels, and catering to ensure we are getting the best product, service, and pricing for our customers.
• Participate and collaborate with cross-functional teams to ensure continuous improvement and utilization of business systems and technology tools in support of customer experience.
• Implement and maintain effective methods for gathering customer satisfaction data. Analyze and interpret data relating to customer service effectiveness. Identify and operationalize opportunities to improve upon and sustain a positive customer experience.
• Build and automate metrics to measure key business and customer satisfaction indicators for FBO, including oversight of our Vermont merchandise display, pricing and product selection. Identify and operationalize opportunities for increased revenue.

Requirements

• Bachelor’s degree (B.S. or B.A.) college degree in Management and/or equivalent professional experience.
  5-7 years of relevant work experience, including experience in a supervisory role motivating a team to achieve customer service goals.
• Proficiency in managing complex schedules.
• Demonstrated ability to provide excellent customer service in a fast-paced environment.
• Ability to build and maintain positive relationships with customers and within the organization.
• Ability to quickly identify and resolve customer service issues.
• Excellent written and verbal communication skills. Demonstrated ability to effectively interact with customers and employees.
• Excellent organizational skills.
• Excellent analytical skills; ability to interpret data in relation to customer satisfaction and retention.
• Demonstrated business acumen with strong critical thinking, interpersonal, and problem-solving skills.
• Experience building and managing budgets, forecasting, and assessing revenue opportunities.
• Demonstrated ability to multi-task and manage multiple projects simultaneously.
• Experience building and maintaining technology solutions helpful.