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Client Services Manager

Company: CAE
Location: Las Vegas
Posted on: May 16, 2022

Job Description:

Job DescriptionDo you love Corporate Aviation? CAE is currently seeking a dynamic Leader with a positive track record who is ready to serve both internal and external clients while fostering and enhancing the CAE brand name! The Client Services Manager provides leadership and drives direction for the Customer Service, Fleet Planning, inspiring the employees and engaging the Training Center stakeholders to deliver accurate schedules for clients/instructors, accurate training records and an outstanding customer service experience for our clients. The objective for this position is to consistently represent CAE in a positive and professional manner while serving as the primary contact for customers and supervising the day-to-day duties of the Customer Service and Fleet Planning departments ensuring an unsurpassed service. This position directs the execution of company policies and procedures to ensure the highest level of customer satisfaction possible and delivering outstanding business results.RequirementsEssential Duties and responsibilities:

  • Proactively ensure fulfillment of sales strategy and revenue goals by focusing on retained business and exceptional client service.
  • Spearhead Customer Service improvement initiatives and engage the various department s and resources in those initiatives.
  • Lead and develop employees to perform to the highest standards
  • Manage a cross functional team that includes customer services representatives, and Fleet Planners to provide clients with concierge level of support including coordinating with training services, client records, and finance and sales teams
  • Consistently exceed client expectations through superior service (responsiveness), communication and account follow up by same day resolution of requests for training or services.
  • Client Surveys create, send, track and report results, and respond to clients
  • Responsible for preparing, processing, auditing and distributing client training records
  • Prepare client materials for check-in including COD pre-bills, pending contracts, book bags, name badges, schedules, name tents and luggage tags.
  • Responsible for complete check in process including ensuring payments are collected, contracts are signed, and clients are TSA approved and compliant with all regulatory regulations.
  • Maintaining inventory of book bag supplies such as pens, pencils, welcome brochures, etc.
  • Maintain client lobby and lounge area including upkeep of coffee and magazines.
  • Daily notification of client issues and no shows to sales and training services.
  • Manage third party vendor relationships
  • Ensure timely communicate of any schedule changes to clients, assist with travel arrangements.
  • Responsible for providing on-site client assistance to resolve problems and handle complaints in a manner that ensures good customer relations with emphasis on client retention.
  • Assistance with taking messages and handling schedule changes for clients.
  • Provide prompt, friendly, and efficient hospitality services, with adequate knowledge of surrounding areas that include making entertainment and special event arrangements (i.e., sporting event ticket distribution and/or purchasing), including utilizing Internet services for mapping locations and providing other services as needed.
  • Maintain or oversee company store items, inventory
  • Special projects as assigned by Management.EDUCATION & EXPERIENCE REQUIRED
    • Must have experience in Corporate Aviation with a basic understanding of Part 142/61/91/135 operations
    • 4-year bachelors degree or equivalent relevant experience required
    • A minimum of 3-5 years in a Supervisory or Management role (with direct reports)
    • Knowledge of CAE curriculum is a plus
    • Knowledge of JAA training & scheduling requirements and the course curriculums that support these areas a plus
    • Dispatch License or experience in corporate dispatch operations a plus
    • Scheduling & CRM software experience highly desired
    • Experience in Microsoft office products including Word, Excel and PowerPoint with emphasis on MS OutlookQUALIFICATIONS and SKILLS
      • Customer Service & Communication
      • Proven ability to talk, listen, and help resolve conflicts
      • An expert communicator who can listen effectively to find the root cause of issues and communicate in a clear and friendly way to ensure positive results
      • Must have strong written communication skills
      • Must be able to communicate internally with all levels of staff and management.Leadership
        • Proven ability to think and lead strategically
        • High level of personal integrity, must be adaptable in both attitude and approach with cultural understanding
        • Strong customer service ethos, someone who practices what they preach
        • Self-motivated, positive, enthusiastic, goal oriented
        • Demonstrated ability to be flexible with the capacity to embrace change
        • A passion to be the best in all that you do while maintaining a consistent focus on ethical behavior.Problem Solving
          • Able to work in culturally diverse group
          • Proven ability to quickly identify and resolve problems
          • Ability to gather and analyze information skillfully and with tact
          • Able to use reason and sound judgment when dealing with emotional topics
          • Able to think outside of the box to develop alternative approaches and ideas
          • Takes initiative and be proactive as it relates to handling customer service issuesBenefitsThis position offers a competitive salary and comprehensive benefits package including medical, dental, vision, 401k, stock purchase plan, and paid time off.CAE is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor. CAE is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.

Keywords: CAE, Las Vegas , Client Services Manager, Executive , Las Vegas, Nevada

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