Note: The job is a remote job and is open to candidates in USA. Ascension FBO Network is a fixed-base operations network serving the general aviation industry. The Customer Service Training Manager reports to the COO and ensures local customer service teams are trained and proficient in Ascension customer service standards. The role oversees new-hire training, assessments, practice sessions, progress tracking, testing, and audits.
Responsibilities
- Works with local trainer and/or GM to review the training schedule for each new hire
- Weekly check-ins with the local trainer and/or GM to assess progress from the trainer’s perspective and ensure that training is on track
- Conducts bi-weekly check-ins with each new hire throughout their training period to spot check for industry and role specific knowledge, and seek to understand how the new hire perceives training is progressing
- Train all new customer service team members with Ascension phone etiquette
- Conduct weekly phone practice sessions with each new team member until proficiency
- Review new CSR notes weekly
- Manage practice quizzes for new CSR’s
- Ensure that new CSRs are achieving training targets for each week
- Coordinate the CSR 30-day and 75-day test with Human Resources
- Confirm administration and results of CSR invoice time trials and other testing
- Communicate with RVP and HR if there are CSRs who are not progressing according to the training timetable
- Quarterly audits of location CSR training records
Skills
- 5 years' management experience in general aviation or a transferable industry
- Bachelor's degree or equivalent experience
- Strong fixed based operations customer service knowledge
- Effective verbal and written communication skills
- Strong interpersonal skills
- Strong organization, process, and time management skills
- Good working knowledge of MS Word and MS Excel
- Valid driver's license
- May be required to work nights, weekends, special events and travel as needed
- Physically able to perform frequent walking, stretching, bending, sitting, stooping, reaching, and grasping actions
- May be required to work overtime, nights, weekends
Company Overview