GENERAL PURPOSE OF JOB

The Customer Service Manager is an independent and objective body that reviews and evaluates customer and compliance issues/concerns within the station. The position ensures the station and employees are in compliance with the rules and regulations of the airlines, regulatory agencies that company policies and procedures are being followed, and that behavior in the organization meets the company s Standards of Conduct.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Investigate Passenger Service issues and work on solutions Ensure all products handled have adequate staffing scheduled Investigate and assist in resolving PS Lead and Supervisor concerns. Work with Management on PS initiatives. Assist with various administrative functions Develop and implement customer service strategies to improve service Identify and address staff training and coaching needs Assist Leadership with planning, organizing implementation Periodically reviews and self-audit the station to ensure continuing currency and relevance in providing guidance to management and employees. Monitors, and as necessary, coordinates compliance activities of other departments to remain abreast of the status of all compliance activities and to identify trends. Collaborates with other departments (e.g., PSA, GOA, Supervisor s, etc.) to direct compliance issues to appropriate existing channels for investigation and resolution. Identifies potential areas of compliance vulnerability and risk; develops/implements corrective action plans for resolution of problematic issues and provides general guidance on how to avoid or deal with similar situations in the future. Determine the operations audit procedures and principles. Perform monthly, quarterly, annual operations audit of all airlines currently served by TDA at the station to include but not limited to Station audit, GSE audit, training records, and performance tests. Establish the parameters for evaluating the performance. Prepare an operations audit timeline. Plan the commencement and conclusion dates. Ensure station compliance of baggage and its accurate reporting to include but not limited to F9 BMAS, and G4 baggage. Perform in-depth evaluations, audits and inspections as a part of an ongoing Internal Evaluation Program to assess the managerial controls and processes in Passenger service and Ramp operations. Identify findings, concerns and risk assessments to determine the causes of deficiencies and detect needed enhancements to Passenger service and Ramp operations. Coordinate with the station supervisors to analyze and evaluate audit findings, comprehensive fixes and trends, and create a plan of action to identify and correct non-compliance issues. Go through the result of the previous audit report and check its application. Identify the areas for improvements and those with better scope. Prepare written reports to Station manager and senior management that detail the scope of each audit, audit findings, root causes, and corrective actions. Track findings and corrective actions to ensure that follow-up actions have been taken and are effective. Conduct event-specific investigations into all non-compliance related aspects of station operations, including, but not limited to accidents, incidents (HAZMAT, OSHA, EPA, etc.) and others as appropriate. Conduct regular observations of the operation and report findings to the Station Manager. Prepare quarterly and biannual report for senior management including, but not limited to, safety and risk findings, corrective actions and evaluations of the effectiveness of those actions. Ensure compliance through scheduled audits Other duties as assigned by management

COMPETENCY/BEHAVIORAL REQUIREMENTS

Demonstrates professionalism, approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Displays accuracy and thoroughness; Looks for ways to improve and promote quality; Monitors own work to ensure quality; maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in very difficult situations; accept criticism and deal calmly and effectively with high stress situations be open to change (positive or negative) and to considerable variety in the workplace; maintains confidentiality. Demonstrates dependability - Arrives to works on time; follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; exhibits sound and accurate judgment. Demonstrates oral and written communication, speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; exhibits objectivity and openness to others' views; gives and welcomes feedback. Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information. Demonstrates organizational support, follows policies and procedures; completes administrative tasks correctly and on time; looks for ways to improve and promote quality; exhibits accuracy and thoroughness. Demonstrates Planning/Organizing - Uses time efficiently; Organizes or schedules other people and their tasks; meets productivity standards; completes work in timely manner; adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events; observes safety and security procedures; Reports potentially unsafe conditions; uses equipment and materials properly.

OTHER REQUIREMENTS AND QUALIFICATIONS

Education:

High School Diploma or Equivalent, College preferred

Experience:

Three (3) years airline administrative experience. Two (2) years supervisory experience in airline industry or equivalent. Must be able to perform role of a Passenger Service Agent.

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