Overview
At Eastern Airlines curiosity and excitement for growth go a long way. In fact, Eastern Airlines was launched by seekers, adventurers and above all fliers. Our rich legacy and pioneering spirit are still evident in our team today.
Our open-hearted attitude, respect for the people we fly and our attention to detail is what sets Eastern Airlines apart from its competitors. Natural curiosity and hunger for wonder are behaviors that make our employees successful.
This summary provides a listing of the knowledge, skills and abilities that are critical components of the position for Manager of Customer Service Training & Standards.
General
This is a full time, FLSA exempt position, not eligible for overtime, and responsible for building, maintaining, and executing all customer service policies and associated training programs and manuals for Eastern Airlines. The Manager of Customer Service Training & Standards will have the opportunity to design effective procedures and curricula that exceed the expectations of modern traveler while keeping aligned with regulatory requirements and authorities that work to keep all operations safe and secure.
Duties and Responsibilities
- Design procedures, standards, and training curricula for all customer service airport functions;
- Responsible for maintaining all manuals associated with the customer experience, including the check-in, baggage acceptance, gate function / departure sequence, wheelchair assist, dangerous goods, etc., and partner with departmental leadership in other functions to maintain related customer service content in all other manuals (i.e. Station Operations manual, GOM, etc.);
- Responsible for ensuring that all customer service policies and procedures are compliant with Federal, State, and local/airport regulatory requirements;
- Coordinate with station and business partner leadership to schedule training initiative, including all required initial and recurrent, ad-hoc requests, etc.
- Perform quality assurance observations on all customer service-related classroom and on-the-job training;
- Write bulletins and briefings associated with changes in procedures or corrective actions following incidents;
- Work closely with the Safety and Security departments to ensure compliance and proper communication throughout the organization;
- Develop training schedules for all customer service-related classes, to ensure that all training is completed timely and that proper training records are created and maintained;
- Interact with Commercial team to ensure Customer Service policies, procedures, and delivery are consistent with spaneting and brand initiatives;
- Perform other duties and responsibilities as assigned by Director of Airport Training and Standards, Director of Airport Services, or Vice President Operations & DO.
Education, Qualification and Requirements:
- Bachelor’s degree or airline related trade school preferred;
- Must have at least five (5) years working for a Part 121 or Part 135 airline, with at least three (3) years of previous supervision experience;
- Should have high level of knowledge in customer service procedures, FAA regulations, or other airport regulations;
- Should be able to demonstrate excellent oral and written communication skills, technical manual editing experience is preferred;
- Must have experience in a training environment, and should have familiarity with various learning management system (LMS) environments;
- Knowledge of current airline standards / service is preferred;
- Must be able to demonstrate at all times, the highest level of management, communication skills, professionalism, and positive customer service attitude without compromising quality;
- Possess and maintain a valid Driver License and a driving record from the state of your primary residence that meets the Company’s insurance standards;
- Pass a two (2) year drug and alcohol background check, pre-employment drug test, and criminal history records check (CHRC);
- Eligible to work in the United States;
- Ability to travel with travel expected at least 30 of the time.
