Position Summary:

Cutter Aviation is currently searching for energetic and knowledgeable customer service professional. The Customer Service Manager (CSM) will function as the primary face of Cutter Aviation and must be an exceptional relationship builder with the drive to provide world-class customer service. The CSM is effectively the Company’s “store-front” at the facility. He/she is the internal representative of our company to our A/C owners, operators, business partners, and to the business aviation community.

Key Duties and Responsibilities:

• Provide world-class uncompromising service.
• Demonstrate a positive attitude at all times that fosters and promotes high moral, must also demonstrate competency that is always superior expectation, is considered exceptional among his/her peers.
• Plans, prepares, and devises work schedules, according to budgets and workloads.
• Establish a business relationship with various vendors including car rental agencies, caterers, and hotels to assure satisfaction of customers and the company.
• Personally greet first time customers, offer facility tours, and spanet company services that are available to ensure repeat business.
• Responds to, supports, and manages a wide variety of routine operational situations within the department while maintaining a positive image/attitude of Cutter Aviation.
• Oversees and is responsible for personnel training, staff performance management, staff recruitment and utilization, procedural development and standardization in the daily operation of the Customer Service Representatives (CSRs).
• Investigates and resolves complaints or escalated issues in regards to customer complaints, and billing procedures for Line Services.
• Issues refunds or discounts for services to resolve complaints when appropriate.
• Selects, trains, motivate, and lead staff; conducts performance evaluations; implements performance improvement, discipline, and termination procedures as appropriate.
• Reviews the work products of subordinate and other staff to ensure compliance with published procedures, applicable regulations and standards, and other pertinent guidelines.
• Promotes an effective, responsive, and value-based organizational culture.
• Performs other duties as assigned.

Physical Demands:

This work requires the following physical activities.

• Occasional lifting up to 30 pounds.

Environmental Conditions:

• Office & Outside environment

Minimum Education Requirement:

• Bachelor's degree in business, aviation or similar field highly desirable, experience commiserate with educational requirements will be considered in lieu of education.

Minimum Work Experience Requirement:

• 5+ years of previous Customer service and/or supervisory experience, preferably in General Aviation, working at a FBO or any equivalent combination of relevant experience, training or education
• Proficiency with Microsoft Products

Qualifications/Special Skills and Certifications:

Knowledge of:

• All types of general aviation aircraft and their service requirements plus the needs of crews and passengers
• The principles of Customer Service, which includes customer, needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Business and management principles involved in strategic planning, resource allocation, and business leadership.
• Principles and methods for showing, promoting, and selling products or services.
• Hospitality industry
• Accounting or bookkeeping is desirable
• Operational budgets is desirable
• Aviation basic computer word processing and spreadsheet applications;
• General leadership principles and personnel management, training and performance evaluation techniques and practices.

Ability to:

• Establish and maintain effective working relationships with all staff, tenants, customers, and the general flying public.
• Effectively direct and manage activities spanning several functional areas;
• Analyze and resolve operational and procedural issues and problems.
• Write reports, memoranda and business correspondence, and perform analyses of operating data that facilitate business decision-making.
• Present information effectively and respond to questions from airport staff, clients, customers, and flight crews.

Other Requirements:

• Clean driving record.
• Able to pass a background check.
• Ability to pass a drug screening test.

Ideal candidate will have the following work styles:

• Attention to detail.
• Persistence in the face of obstacles.
• A willingness to take on responsibilities and challenges.
• Being reliable, responsible, and dependable, and fulfilling obligations.
• Being pleasant with others on the job and displaying a good-natured, cooperative attitude.
• Being sensitive to others' needs and feelings and being understanding and helpful on the job.
• Guiding oneself with little or no supervision and depending on oneself to get things done IAW acceptable techniques and methods.
• Maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior even in very difficult situations.
• Accepting criticism and dealing calmly and effectively with high stress situations being open to change (positive or negative) and to considerable variety in the workplace.