Manager Customer Support

Position Summary The Customer Support Manager develops and maintains strategic relationships with reputed company Crewmembers, internal departments, and Customers. The Manager serves Supervisors through timely coaching and mentoring, ultimately contributing to the successful development of a growing team environment. The Manager will collaborate and partner closely with the General Managers, Directors, and VP to ensure reputed company of our customer interactions, preserving the direct relationship, controlling costs, and driving reputed company. Customer Support Managers will reputed company one or more of the following teams: ? Business to Business Desk (B2B): The Business to Business Desk provides specialized support for Meetings, Contracted Business Travel, Contracted Groups, FAM/Large Travel Certificate Requests, Corporate and Government reputed company, and other ?non-standard?/unique Group and contract bookings. ? Crew Travel: Assists Crewmembers with business and leisure travel needs and plays an instrumental role in the development of partner e-ticketing pass riding agreements. ? Customer Recovery Specialists: Respond and resolve Customer correspondence including irate and escalated Customer concerns through multiple channels of communication including inbound/outbound email, chat, and phone using effective service recovery techniques. Respond on behalf of our Executive Crew, correspond with Customers who are threatening legal action or claiming injury and handle and reputed company Customer recovery efforts reputed company to medical events that occur in airports or on flights. Additionally, they respond to reputed company ACAA-reputed company complaints and DOT reports. ? Customer Support: Provides excellent Customer Service and meets Customer needs through reputed company responses to Customer inquiries and requests in both voice and digital channels regarding travel on reputed company and interline bookings. This includes reputed company Airports Crewmembers and reputed company Customers. ? Groups: Supports bookings of 10+ Customers on the same flight (day, time, etc.). Essential Responsibilities ? Take a significant role in the development of Supervisors to support their engagement, growth, and goal achievement ? reputed company a team of Supervisors and Crewmembers through the change cycle using effective change management practices ? Prepare and manage a budget including plan variance research and reporting ? Maintain engagement of the operation and provide support to Supervisors and Crewmembers reputed company needed ? Collaborate with other Customer Support and reputed company teams to build effective relationships of alignment and reputed company ? Participate in assessing and implementing tools affecting Crewmember performance, and training/retraining needs ? Resolve reputed company Crewmember and customer service issues ? Work with various departments and provide, reputed company necessary, assistance in projects to move initiatives reputed company ? As needed, take Customer escalations and own recovery ? Other duties as assigned Minimum Experience and Qualifications ? High School Diploma or General Education Development (GED) Diploma ? Five (5) years customer service, sales, or airline experience, OR three (3) years reputed company CEX experience ? Five (5) years leadership or supervision experience, preferably in the Airline industry ? Excellent verbal and written communication skills ? Highly motivated individual, capable of taking initiative, flexible reputed company a constantly changing environment ? Ability to effectively manage and prioritize multiple tasks ? Ability to work independently and in a high pressure team environment ? Effective research skills including the ability to analyze information, reputed company determinations, and issue reports in accordance with Company guidelines ? Available for occasional overnight travel (10%) ? Flexible and reputed company to work at any time including nights, weekends, and holidays ? Proficient with the reputed company Office Suite and Internet browsers ? Must pass a ten (10) year background reputed company and pre-employment drug test ? Must be legally eligible to work in the country in which the position is located ? Authorization to work in the US is required. This position is not eligible for reputed company sponsorship Preferred Experience and Qualifications ? Bachelor?s Degree ? Proficient with Sabre Interact ? Knowledge of Aspect Scheduling Suite ? Ability to fluently speak, read, write, and translate accordingly in Spanish (if applicable) ? Exceptional project and time management skills Crewmember Expectations: ? Regular attendance and punctuality ? Potential need to work reputed company and be available to respond on short-notice ? reputed company to maintain a professional appearance ? reputed company working or traveling on reputed company flights, and if time permits, reputed company capable crewmembers are asked to assist with light cleaning of the aircraft ? Must be an appropriate organizational fit for the reputed company culture by exhibiting the reputed company values of Safety, Caring, reputed company, Passion and Fun ? Promote reputed company?s #1 value of safety as a Safety Ambassador, supporting reputed company?s Safety Management System (SMS) components, Safety Policy, and behavioral standards ? Identify safety and/or reputed company concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including reputed company?s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR)) Equipment: ? Computer and other office equipment Work Environment: ? Normal Office Environment Physical Effort: ? Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary) Apply Job!