Manager, Customer Service - Richmond, Canada - Skyservice Business Aviation

Skyservice Business Aviation

Verified Company

Richmond, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

SKYSERVICE BUSINESS AVIATION
Skyservice is a North American leader in business aviation.

Built on the key principles of safety and service excellence, we provide a full service experience from Aircraft Management, Aircraft Charter, Maintenance and Aircraft sales from our Fixed Base Operations that span Canada and the western United States.

People and values are the inseparable assets that drive our dedication to Quality, Safety, Respect, Commitment and Efficiency.

These are the core values that guide us every day and help build our reputation as leaders in aviation services.

Skyservice is a team dedicated to supporting and developing our employees. If you want to grow your career and broaden your experience, then Skyservice is the right team for you.

SUMMARY OF RESPONSIBILITIES:

General staff management/coaching/oversight;
Prepare and manage the Customer Service scheduling requirements;
Responsible for the completion of occurrence report investigations and closings in accordance with the SMS guidelines;
Manage the customer interface;
Resolve customer issues within level of delegated authority;
Proactively promote and sell FBO services;
Direct / Indirect feedback including followups with customers;
Ensure the billing of deicing fees, catering, landing fees, hanger, fuel ramp and any other services as required to the appropriate customer;
Prepare and deliver to department any necessary memorandums, protocols and procedures (i.e. Security, invoicing, etc);
Participate in regular meetings, providing support and feedback to the Customer Service team;
Facilitate efficient and customerfocused arrivals and departures of customers;
Maintain effective communication and coordination between customers, lineservice crew, CSRs, and management as required;
Greet and assist flight crews with fuel requests, hotel reservations, catering, limo/shuttle arrangements, and other ground support requirements;
Work closely with lineservice and pilots ensuring that all customer service needs are met, promoting cohesive communication;
Maintain, monitor and update the Aircraft Entry Log and advise line service crew accordingly;
Maintain twoway communication with incoming aircraft by utilizing groundair radio;
Resolve concerns from staff, crew, and/or guests.

QUALIFICATIONS AND SKILLS REQUIRED:

A minimum of 5 to 7 years' experience in a discerning customer service environment;
Completion of secondary school is an asset
Several years of related customer service experience with increasing levels of responsibility in a fast paste environment is an asset;
Excellent communication skills;
Strong organizational skills, resourceful;
Proactive, having the ability to understand customers' needs;
Ability to work under pressure in a fast paced environment;
Ability to consistently provide a positive attitude while working in a group;
Strong knowledge of Microsoft Office Products and Internet Explorer;