• Customer Service Manager

    Job Locations US-MA-Boston
    Posted Date 3 weeks ago(10/24/2018 2:54 PM)
    Job ID
    # of Openings
    Customer Service
  • Overview

    Position Title: Customer Service Manager

    Classification: Full Time – Hourly

    Reports To:  Regional Director


    Position Summary:

    The Customer Service Manager is responsible for servicing the needs of the individual airline and the associated requirements of their aircraft in accordance with the airline and JetStream’s policies and procedures for all aspects of a successful operation. The Customer Service Manager oversees the inside gate or ticketing/check-in operations of all assigned flights during a scheduled work shift. The Customer Service Manager will encourage, build trust, respect and cooperation among team members, thus motivating staff, individually and as a group.


    Principal Duties and Responsibilities:


    • Supervise the performance of all duties and responsibilities of Customer Service Agents; provide ongoing performance management training and conduct timely formal performance reviews for direct reports
    • Communicate job expectations to employees; plan, monitor, appraise, and review job contributions by planning and reviewing compensation actions and enforcing policies and procedures.
    • Provide exceptional customer service in a respectful manner by managing teams, processes and policies while ensuring a safe and timely operation
    • Support the achievement of budgeted financial and operating results
    • Handle cash, credit cards and personal check transactions with accuracy and properly account for all collections; conduct the appropriate airline close out procedures
    • Prevent fraud and offer transparence by reconciling daily sales reports
    • Train employees on specifics or assign employees to work with an experienced representative
    • Interface with other departments to ensure that service issues are addressed and corrected to ensure quality of service
    • Oversee the maintenance of and strict adherence to shift schedules for respective personnel
    • Ensure customer service agents and supervisors are in compliance with uniform and appearance policy
    • Ensure customer service agents and supervisors remain up-to-date with company policies and security regulations
    • Develop and maintain a good rapport with airport business partners and airline personnel
    • Give immediate notification to management when anticipating or experiencing irregular operations that may impact our team members or service to our customers
    • Maintain a level of professionalism that will ensure all customer service agents and supervisors remain conscientious and motivated when completing job assignments
    • Check emails twice daily and use email etiquette at all times
    • Other duties as assigned



    • Strong working knowledge of airline operations
    • Work schedule understanding
    • Operational flow knowledge (hourly/daily activity)
    • Ability to develop effective relationships at all levels
    • Must be able to read, write, speak and understand English (Bilingual Preferred)


    Required Education & Experience:

    • Bachelor’s degree in aviation management or related field preferred
    • 1-2 years of  customer service experience
    • 3-5 years of airline supervisory experience or experience supervising individuals in a related field


    Additional Requirements:

    • Possess a valid US driver’s license
    • Must pass drug screen and a 10-year FAA background check (employment/criminal)
    • Reliable method of transportation to arrive at the work location on-time
    • Willing to work evenings, weekends and holidays
    • Must be able to handle multiple tasks and seek assistance from fellow team members as necessary
    • Must be able to perform in a fast paced environment while maintaining a professional and effective approach to high stress situations
    • Superior problem-solving, conflict management, and decision making skills
    • Must be able to interact directly with customers, airline personnel and fellow team members to resolve problems and issues that may arise during the shift
    • Internal candidates must have a recommendation from immediate supervisor

    Physical Requirements:

    The physical demands described here are representative to those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to:

    • Able to walk, sit and stand for extended period of time
    • Able to reach and clean overhead items
    • Safely ascend and descent stairs with and without carrying any weight
    • Able to safely lift up to 50 lbs. frequently and up to 70 lbs. occasionally
    • Bending, stooping, reaching overhead, extended repetitively 
    • Walk up/down jet bridge stairs at various angles
    • Able to push and pull occasionally


    Work Environment

    This job operates in a professional office environment as well as outdoors in an airport ramp environment. The employee may become exposed to the elements including but not limited to heat, rain, snow and loud noises. Hours will vary based on operational needs. Must be available to work a flexible schedule to include evenings, weekends and holidays.

    JetStream Ground Services, Inc. offers competitive salaries and comprehensive benefits including paid new hire orientation, training, Holidays and Personal Time Off (PTO), Health Insurance including Dental, 401 (k) and endless opportunities to advance.

    JetStream Ground Services, Inc. as an equal opportunity employer, makes hiring decisions based on business needs and the best-qualified candidates available and does not discriminate in its employment decisions on the basis of any protected category.

    The above statements are intended to describe the general nature and level of work being performed by personnel assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required.  All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.


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