Customer Service Duty Manager, CVG

General Purpose of Job:

The work of the Customer Service Duty Manager includes directing personnel within Customer Service department overseeing and advising on staffing requirements; monitor discipline/corrective action by subordinates; ensuring customer satisfaction by daily feed back; acting as liaison between first level leadership and upper management. Proactively monitors the work of assigned employees to ensure that customer satisfaction, safety, security, quality and employee relations meet or exceed standards. Maintain and control all required aspects of the operation in accordance with the corporate security program and TSA legislation. Ensure that the required company audit requirements are undertaken to ensure continuity and compliance at all times. Read, understand and clarify the implementation of the site specific security plan and ensure that all staff are issued with a relevant company ID and that they are required to display this identity badge. Ensure they administer practices in a fair and equitable manner, where all employees, customers, vendors and other third parties are treated with respect.

Required Skills:

• Ability to read, analyze, and interpret Trego-Dugan Employee Handbook, general business periodicals, professional journals, technical procedures, or governmental regulations, airline policy and procedures manuals.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups or managers, clients, and customers.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to lift 70 lbs.
• Ability to operate equipment and hold necessary licensing (if applicable).
• Ability to perform specific responsibilities related to your shift.
• Reports to work on a regular and timely basis.

REQUIRED EXPERIENCE

Two to five years previous management/specialist supervisory experience in field service duties. Independent judgment and decision making skills required. Excellent interpersonal skills, written and oral communication skills. Familiarity with personal computer software helpful. Airline pricing experience. College degree or equivalent experience. Ability to read, write, fluently speak and understand the English language.

Essential Duties and RESPONSIBILITES:

• Plans, organizes, directs, and participates in the Ramp/Ground and/or Customer Service operations for both contracted commercial flights and charter aircraft. Ramp operations include, security screening; baggage transfers to and from aircraft, aircraft deicing, aircraft cleaning, lavatory services, and aircraft power unit hookups.
• Directs and trains assigned Ground Operations Agents and or Customer Service Agents. Training includes new employee training and on-going in-service training, including monthly compliance and yearly safety training. Maintains required training records.
• Implements departmental policy as directed for Ramp/Ground and Customer Service operations. Advises the Lead Agents on policy issues, including making recommendations and decisions as appropriate and developing more efficient methods of operations as needed.
• Coordinates Customer Service activities with air carrier personnel, station managers, and representatives of the Transportation Security Administration (TSA) as required for assigned shift.
• Participates in the operation and training of various types of ground equipment, including, but not limited to, aircraft jrt bridges and portable stairs in and around aircraft. Customer Service/Ticketing platforms are maintained in good working order.
• Ensures compliance with current Federal Aviation Administration (FAA) and TSA security regulations, airline corporate rules and regulations, directives and procedures. Implements necessary changes in operations as directed. Attends regular and as-needed meetings.
• Maintains emergency checklists and supplies.
• Prepares and submits verbal and written reports related to activities and Customer Service Agents as required.
• Handles other business-related responsibilities involving billing, correcting/updating payment data, collecting payments, cash handling, ordering supplies and other similar duties.
• Must be available to work various shifts including swing and graveyard shifts plus weekends and holidays

Competency/Behavioral Requirements:

• Direct and participate in the work of daily Customer Service activities;
• Prepare timely written and verbal reports, training demonstrations, etc.;
• Follow oral and written instructions;
• Communicate effectively both verbally and in writing;
• Deal effectively and courteously with co-workers and customers;
• Exercise sound, independent judgment;
• Analyze situations and problems with a results-oriented focus;
• Resolve conflict effectively;
• Identify and evaluate solutions, and effectively implement determined action;
• Approach problem-solving creatively and with a team orientation;
• Present an overall professional image;
• Perform the essential functions of the job without posing a threat to the health and safety of others;
• Model and promote acceptance and respect for differences among employees;
• Perform effectively as a member of the team in carrying out both the TDA stated mission and philosophy and the TDA. client's goals and objectives.
• Be pleasant with others on the job and display a good-natured, cooperative attitude
• Be reliable, responsible, and dependable, and fulfill obligations.
• Attention to Detail
• 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
• Willingness to take on responsibilities and challenges
• Be sensitive to others' needs and feelings and be understanding and helpful on the job
• Develop one's own ways of doing things abiding by to TDA/Airline's policies and procedures, guide oneself with little or no supervision, and depend on oneself to get things done
• Be persistent in the face of obstacles

PHYSICAL Demands:

Must be able to carry 70-pound suitcase from the floor to 18 inches and carry 70-pound suitcase in front of you with both hands for a distance of up to 25 feet; must have physical dexterity sufficient to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, twisting and sustaining those positions for extended amounts of time. Must have sufficient vision and ability to safely perform the essential functions of the position.

Work Environment:

Works both indoors and outdoors with exposure to extreme weather conditions as well as dust and pollen; subject to a variety of mechanical, electrical, chemical, toxic waste and other safety hazards associated with or working around aircraft, vehicles, equipment, fuel etc.; subject to constant and extreme noise, strong odors, fumes and poor lighting due to working at night; possible exposure to disease due to aircraft lavatory work.

Other Requirements and Qualifications:

Education, Experience and Training: Requires a 1-year of experience in the aviation industry. At least 6 months of the experience must be equivalent to an Airline Customer Service Agent to include Ticketing/Gate support. Must receive initial/advanced Customer Service training required by the individual airlines within probationary period.

Knowledge: Thorough working knowledge of the types of aircraft used at the station. Thorough working knowledge of current FAA/TSA security directives & the procedures affecting Customer Service procedures for passenger processing and baggage transfers.

Licensing/Certification: Must possess a valid Driver's License; must obtain and maintain a current Complaint Resolution Official (CRO) certificate when required by individual airlines companies; a Ground Security Coordinator certificate with certification for aircraft over 61 seats within the probationary period.

Miscellaneous Requirements: Must have a strong working knowledge of the Microsoft suite and proficient with computer. Must successfully pass a background investigation with a fingerprint-based criminal records check in accordance with Title 14, Code of Federal Regulations, Part 1542, and Airport Security, as required by the Transportation Security Administration. Must pass periodic random drug testing as required in 49 Code of Federal Regulations Part 40 for safety-sensitive employees. Must be able to work a variety of assigned shifts including evenings and weekends.

Subject to emergency call-in.