Customer Service Manager

Job Description:

Airport Butler provides a personalized and an unsurpassed concierge service to travelers in approximately 25 airports in the United States and Canada. The service is independent from airlines and customized for any who wants to experience a personalized service and extra care when arriving, departing, or connecting through an airport. Our clients are primarily made up of executives, inexperienced travelers, families, senior citizens, celebrities, and small group travel.

The GEC Manager manages all activities of the Guest Services Center (GEC) including communication with our clients, 3rd party bookers, and concierge agents via phone, email, and text message to book and coordinate meet and greet service requests at airports across the United States and Canada.

Responsibilities Include:

• Provide internal support for our concierge team members.
• Create and maintain schedule for the GEC Team.
• Set up new hires on various technical components of the job to include but not limited to NextPointe, WhatsApp, Airport Butler scheduler, etc.
• Answer busy incoming phone calls, emails, and text messages, professionally and in a timely manner.
• Coordinate details of new and existing service reservations.
• Maintain client and employee information in SharePoint.
• Schedule new hires for on-the-job training.
• Become an expert on Airport Butler products, services, and pricing.
• Accurately book reservations and ensure all service details are collected.
• Update reservations with changes and additions as needed.
• Assess what service details are missing and reach out to clients to collect as needed.
• Assign services to the concierge and ensure all details are organized and sent prior to service.
• Send daily reminders of upcoming services via email and text to clients and concierge.
• Create and maintain step-by-step manual and procedures for the GEC department (AMEX & RETAIL) to include workarounds for any issues that may arise.
• Must maintain employee confidentiality as it relates to employee issues, investigations, termination, and LOA’s.
• Accurately track payroll hours of concierge agents across multiple airports in U.S and CAN.
• Reports to the Vice President of Airport Butler.
• Responsible for training new GEC’s
• Train 2 or 3 next in line administrators to cover for vacations, LOA’s or other absences in the department.
• Process invoices.
• Track service assignments and cancellations on shared documents, notify agents accordingly.
• Point of contact for concierge agents and clients with questions and/or concerns.
• Exhibit upmost confidentiality and security with clients and client information.
• Accept and accurately process credit card payments and invoices for services rendered.
• Provide excellent customer service to clients and concierge agents.
• Perform other duties as assigned.

Required Qualifications and Skills:

• Minimum of 3 years’ experience as a supervisor in customer service or call center environment.
• Exceptional organizational skills with ability to multi-task.
• Must possess professional verbal and written communication skills using appropriate grammar, terminology, tone, cadence, and pronunciation.
• Exceptional listening skills with ability to quickly identify issues and proactively solve problems.
• Proficient with Microsoft SharePoint, Excel, Outlook, and Word.
• Tech-savvy and comfortable with navigating web-based reservation programs, helpdesk software, internet searches, airline websites/apps, SMS messaging, and smartphone apps.
• Dependable and flexible with work schedule
• Proven ability to work independently with minimal supervision in a fast-paced environment.
• Passionate approach to customer service, positive attitude, and strong work ethic.
• Must be able to work various shifts including irregular shifts, holidays, and weekends.
• Must own smartphone with a mobile operating system of (Android) 5+ or (Apple) 11+ and be willing to download apps required by AGI/Airport Butler.
• Must be able to pass a drug screen and criminal and employment background check.
• Must be authorized to work in the United States
• Multi-lingual preferred.
• High level of cultural awareness.
• Knowledge of or experience in the airport/airline industry.
• Experience working in a remote environment.
• Knowledge of Help Desk, or similar customer helpdesk support software.

Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status.

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