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Customer Service Operations Manager

2 months ago

Fort Wayne, Indiana, United States Fort Wayne Full time


Key Responsibilities

• Manages the Customer Service initiative, including overseeing work schedules and performance evaluations for Customer Service Representatives and Maintenance Staff.
  • Supervises the Volunteer Program, which encompasses general oversight of work schedules, recruitment and training of volunteers, performance assessments, and upkeep of personnel records including hours worked.
  • Directs team members by conducting performance evaluations, facilitating staff meetings, establishing individual objectives, offering professional development opportunities, and implementing corrective action procedures.
  • Allocates employee work schedules and authorizes timekeeping records.
  • Disseminates the Leadership Team's policies and procedures to staff and assesses their effectiveness.
  • Formulates annual departmental budget proposals for the Operations Manager.
  • Assesses equipment for acquisition and maintains an inventory of operational assets specific to the department.
  • Procures departmental supplies and consumables.
  • Conducts interviews and evaluates candidates for Customer Service Representative and Maintenance roles.
  • Analyzes the effectiveness of Customer Service and volunteer initiatives, suggests enhancements, and executes approved modifications.
  • Develops customer service training programs for all Fort Wayne employees and volunteers. Establishes and implements recognition programs for employees and volunteers.
  • Addresses public complaints and either responds or forwards them to the appropriate personnel as needed.
  • Maintains and supervises various methods of collecting customer feedback, both positive and negative, in the customer service database.
  • Identifies trends related to customer feedback and communicates relevant information to appropriate parties for resolution.
  • Promotes participation from all airport employees in the customer service initiative, including Authority staff, airlines, tenants, and stakeholders.
  • Plans and executes customer outreach events and volunteer recognition banquets and luncheons.
  • Responsible for developing and maintaining customer service, accessibility, and job-specific training for staff.
  • Capable of performing and documenting daily airport inspections of key areas, including runways, taxiways, ramps, aircraft, refueling stations, paved areas, safety zones, markings and lighting, security fencing, and wildlife management. Generates work orders and NOTAMs as necessary.
  • Oversees runway condition reporting and runway friction assessments during snow events. Monitors weather conditions and coordinates the issuance and cancellation of NOTAMs and other airfield safety notifications.
  • Serves as the Snow Desk for the Airport, planning and coordinating snow removal in alignment with flight schedules, tenant requests, weather conditions, and forecasts.
  • Acts as project manager for assigned initiatives.
  • Performs other duties as assigned.
Qualifications

Knowledge and Skills
  • Ability to obtain an Airfield Driver's License and operate equipment in Aircraft Movement Areas.
  • Familiarity with basic regulations regarding airport operations and security; capacity to establish and maintain effective relationships with the public.
  • Proficient in planning, directing, supervising, and evaluating the work of others.
  • Essential customer service experience, including effective management of challenging situations.
  • Working knowledge of FAR Part 77, 139, TSR 1542, and 150 Airport Series Advisory Circulars.
  • Excellent written and verbal communication skills are essential for creating and delivering quality safety management and customer service training programs.
  • Strong proficiency in Windows, PowerPoint, Word, Excel, SharePoint, or similar software.
  • Ability to communicate effectively with company employees, tenants, and customers via phone, in person, or through written correspondence.
Experience and Educational Background

Bachelor's degree with three to five years of experience in customer service or organizational development; at least one year of supervisory and team-building experience.

Advanced computer skills, including strong knowledge of email, SharePoint, word processing, and spreadsheet applications (Microsoft products preferred).

Supervisory Responsibilities

Oversight

Requirements

Number of

Work objectives are established by the supervisor; methods for task execution are often left to the employee's discretion, with occasional guidance from the supervisor.

Typically serves as the first-line supervisor for assigned staff and has significant input in personnel decisions (hiring, corrective actions) and conducts performance evaluations for direct reports.

Direct Reports

25-30

Indirect Reports

0

Special Requirements

• Possess a valid driver's license.

• Obtain Airfield Driver Privileges.

• Pass a pre-employment drug screening and random alcohol and drug testing.

• Successfully complete a federal fingerprint-based criminal history background check.

• Available for recall during non-duty hours for emergencies and other required tasks.

• Subject to pre-employment drug screening and random alcohol and drug testing.

Physical Requirements

Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Physical Activities

Stooping/

Bending

Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles.

Kneeling

Bending legs at the knee to come to rest on knee or knees.

Hand-arm Manipulation/Reaching

Manual control or manipulation of objects through hand and/or arm movements, which may or may not require continuous visual control.

Standing

Particularly for sustained periods of time.

Walking

Moving about on foot to accomplish tasks, particularly for long distances.

Crouching

Bending the body downward and forward by bending leg and spine.

Grasping

Applying pressure to an object with the fingers and palm.

Feeling

Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.

Talking

Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

Hearing

Ability to receive detailed information through oral communication.

Visual and Sound Requirements

Near-visual Differentiation

Seeing things within arm's reach.

Far-visual Differentiation

Seeing differences in the details of objects, events, or features beyond arm's reach.

Depth Perception

Judging the distance from observer to objects, or distances between objects in space.

Color Perception

Differentiating or identifying objects, materials, or details thereof on the basis of color.

Sound Pattern Recognition

Recognizing different patterns or sequences of sounds.

Sound Differentiation

Recognizing differences in sounds in terms of their loudness, pitch, and/or tone quality.

Environmental Requirements - Position is subject to both inside and outside environmental conditions:

Environmental Condition

Definition

The worker is subject to both environmental conditions

Protection from weather conditions and no effective protection from weather conditions.

The worker is subject to noise

There is sufficient noise to cause the worker to shout in order to be heard above the ambient noise level.

The worker is subject to hazards

Includes a variety of physical conditions, such as proximity to moving mechanical parts, electrical current, working on scaffolding and high places, exposure to high heat, or exposure to chemicals.

The worker is subject to oils

There is air and/or skin exposure to oils and other cutting fluids.