Reporting to the General Manager, the Customer Service Manager manages the customer experience at a base including all processes and procedures and management of the customer service team.

Primary Responsibilities:

• Ensures all customers experience service that is prompt, courteous, anticipates their needs, and consistently goes above and beyond their expectations; interact with customers and develop relationships.
• Attracting, interviewing, and overseeing the hiring of all new team members;
• Manage the training of customer service staff to ensure all training is following the Hawthorne Customer Service training program; skills are continuously being observed, corrected, and that practice is core training component.
• Manage the site point of sale system to ensure efficiency, company standards and regulatory compliance.
• Conduct annual performance reviews of direct reports, while also providing ongoing counseling, mentoring, and discipline as appropriate.
• Culture champion who advocates with clarity, conviction, consistency, and courage.
• Team communication including daily shift huddles/transitions and monthly employee meetings; keeping employees apprised of company news and upcoming events.
• Development of strategies to improve the customer experience and generate organic growth.
• Lead culture initiatives within the Customer Service team and be a cultural ambassador for the base.
• Develop and maintain weekly scheduling for the Customer Service Team.
• Review and approve timecards for all team members.
• Planning and coordinating events; customer transportation, catering.
• Responsible for A/R and A/P; assists in monthly financial closings.
• Daily close outs, subject matter expert on all customer service applications
• Other duties as assigned by the General Manager.

Qualifications:

• 5 years’ management experience in general aviation or a transferable industry.
• Bachelor’s degree or equivalent experience.
• Strong operational knowledge.
• Effective verbal and written communication skills
• Strong interpersonal skills.
• Strong skills developing direct reports, delegating, and building effective teams
• Strong organization, process, and time management skills.
• Good working knowledge of MS Word and MS Excel.
• Valid driver’s license.

Physical requirements:

• Physically able to perform frequent walking, stretching, bending, sitting, stooping, reaching, and grasping actions.
• May be required to work overtime, nights, weekends.