Unit Manager, Customer Care

Austin Community College; United States; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Paid training

401(k) plan

Vacation

Family travel benefits

Family travel on American Airlines

Medical and dental

Job summary

An aviation company is seeking a Unit Manager for Customer Care to oversee operational activities and manage a team focused on assisting passengers. The ideal candidate will have team leadership experience, the ability to handle conflicts, and a familiarity with Microsoft Office. This role also includes administrative duties, staff scheduling, and performance reviews, all while ensuring compliance with policies and procedures.

Qualifications

• Proven success as a Team Leader with ability to preplan manpower and equipment
• Ability to work independently, setting and meeting deadlines
• Familiarity with internal controls processes for accountable items
• Ability to defuse conflicts among team members.
• Familiarity with Microsoft Office Suite.
• Experience with internal controls for accountable items.

Responsibilities

• Manage operational activities of the department according to policies
• Coach and provide career development to staff
• Conduct employee performance reviews
• Schedule staff, assign shifts, manage overtime and back-ups.
• Conduct staff performance reviews and provide feedback.
• Prepare regular operational reports (daily/weekly/monthly).
• Manage a team including supervisors and agents.

Skills

Team Leadership

Conflict Resolution

Microsoft Office Suite

Education

Bachelor’s Degree in Aviation, Business, or related field

Job description

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We can't wait to share our passion for aviation with you! Join a team that works hard, cares for each other and offers plenty of opportunities to grow.

At Piedmont Airlines, our strength is the way we deliver industry-leading service to our customers and airline partners. To continue our standard of excellence, Piedmont is seeking a motivated, reliable leader to join our team as a Unit Manager, Customer Care in our Ground Handling Department. The primary responsibility of the position is to manage the operational activities of the department in accordance with established policies and procedures, in a unit where the focus is on assisting passengers with boarding flights. The successful candidate will have proven success as a team leader with the ability to preplan manpower and equipment. This position will report to the Department Manager, Customer Care.

Keep both the company goals and customer expectations in mind when overseeing daily operations

Coach and provide career development to the staff

Correct non-compliant behavior and impose corrective action as required

Understand the corporate culture, policies, and goals, and take measures to implement these into daily work routines

Manage the operational activities of the department in accordance with established policies and procedures

Manage a team with varied duties to include supervisors and agents

Administrative duties to include daily/weekly/monthly reports

Responsible for staff scheduling to include work assignments/rotations, employee breaks, overtime assignment, and back up for absent employees

Conduct employee performance reviews

Job Qualifications and Competencies

Proven success as a Team Leader with ability to preplan manpower and equipment

Ability to work independently, set and meet own deadlines

Ability to work well with all levels of management and support staff

Able to defuse conflicts among team members

Familiarity with Microsoft Office Suite

Prior experience with internal controls processes for accountable items

Preferred Qualifications

Two (2) years of supervisory experience in both Ramp and Customer Service

Working knowledge of Airport Operations Area (AOA) environment

Extensive knowledge of QIK, Sabre, and the Internal Controls Manual (ICM)

Bachelor’s Degree in Aviation, Business, or related field

Use of computers and other office equipment

Airport terminal environment, subject to varied weather conditions and elevated noise levels

All shifts including weekends, nights, holidays and/or irregular shifts

Physical Requirements

Frequent stooping, bending, kneeling, walking, standing, reaching, lifting, climbing up and down stairs

Handle objects up to 70 pounds

Assist passengers with disabilities, including, but not limited to, pushing wheelchairs

The above statements provide a brief description of the general nature of work performed and are not intended to be a complete list of responsibilities, duties, and skills required for this position. Duties and expectations are subject to change as needed.

Employment is contingent upon a valid driver's license and clear driving record, 10-year Criminal History Records Check, and drug screen as required. We also require proof of high school or GED completion. Minimum 18 years of age.

Benefit package includes paid training, holiday pay, 401(k), vacation, and family travel on the American Airlines network. Medical and dental available.

Starting Rate

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

In addition to a competitive salary, we offer bonuses awarded in accordance with company policies and applicable criteria.