The Assistant Manager, Customer Service assists the FBO Manager in overseeing the customer service area ensuring exceptional customer service and the management of all customer service employees. This individual ensures that Naples Aviation employees maintain the highest service standards, observes all company procedures, and offers safe and efficient operations to our guests.
Some of the position duties include:
•Ensures that a constant flow of communication exists between leadership, line service staff and customer service staff to confirm activities are properly coordinated within prescribed time frames. •Resolves escalated complaints and answers any customer service related questions. •Identify trends in customer service issues, conduct root cause analysis and make process and service improvement recommendations to leadership. •Trains, develops, coaches, and evaluates customer service area employees in accordance with established procedures. •Establishes and maintains schedules for all customer service employees ensuring service delivery levels are maintained.
A minimum of three years aviation customer service experience.
A minimum of one year of customer service supervisory experience.
Must have full working knowledge of all operational aspects of Customer Service Representatives duties and responsibilities as well as excellent communication and customer service skills, and the ability to manage multiple projects and diverse team members simultaneously.
Must be able to work and communicate calmly and effectively under pressure.
Must be flexible with work schedule to include days, evenings, weekends and holidays.
A current, valid Florida driver’s license with full privileges (not suspended or revoked) and driving record that meets the Authority’s driving standards.
The Naples Airport is a first-class general aviation airport and prime destination for businesses and vacationers alike. The Naples Airport Authority is responsible for the operation, development and improvement of the Naples Airport. The Authority has approximately 90 employees, and there are 3,250 additional employees throughout businesses and tenants located at the airport. The Florida Department of Transportation values the airport’s economic impact to the community at more than $440 million annually and recognizes Naples Airport as ranked within the top ten for all business jet destinations in the U.S.
The airport is classified as a national airport in the NPIAS and encompasses 732 acres and has two runways. The Authority owns and operates their FBO, and there are multiple aviation business operations on the field as well as numerous fractional and charter operators and several car rental agencies. Naples Airport is a designated base for disaster relief and provides space for many public services.
The Authority has developed a Strategic Plan that articulates its mission "To operate, develop and maintain the Naples Airport with a commitment to enhancing the quality of li...fe throughout the community." The Authority’s vision statement is “Connecting people to the Paradise Coast through an exceptional airport experience.”