Customer Service Advisor
Dun & Bradstreet
Manager - Customer Support
Jet Support Services, Inc. (JSSI)
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida
Visit company websiteSalary
💰 $115,000 - $125,000 per year
Job Level
Mid-LevelSenior
About the role
- Lead, coach, and develop a team of Aircraft Maintenance Analysts, fostering a culture of professionalism, collaboration, and continuous improvement.
- Oversee day-to-day team performance, ensuring accurate, timely, and compliant updates to aircraft maintenance tracking systems.
- Maintain a deep understanding of customer needs and operational objectives to ensure successful adoption and ongoing value from our services.
- Drive accountability for achieving departmental KPIs, including customer satisfaction scores, first-time resolution rates, turnaround times, and data accuracy.
- Drive customer retention by proactively monitoring account health, addressing risks to adoption, and identifying upsell and expansion opportunities aligned with customer needs and business goals.
- Partner with customers to proactively identify opportunities for improvement, resolve challenges, and enhance service delivery.
- Monitor workload distribution, ensure balanced coverage, and maintain operational efficiency without sacrificing quality.
- Collaborate with cross-functional teams, including Sales, Product, and Training, to ensure a seamless customer journey.
- Implement quality assurance processes and continuous feedback loops to drive data integrity and customer confidence.
- Serve as an escalation point for complex issues, ensuring prompt and effective resolution while maintaining a positive customer relationship.
- Report on performance trends, team productivity, and customer sentiment, providing strategic recommendations to leadership.
Requirements
- Bachelor’s degree preferably in Aviation Management, Business Administration, or related field; equivalent experience considered.
- 5+ years of experience in customer support, customer success, or operations leadership
- Minimum of 7+ years of experience in aircraft maintenance or a related aviation role - preferred
- Proven experience managing a team in a fast-paced, customer-focused environment.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Demonstrated ability to analyze data, manage KPIs, and drive performance improvements.
- Exceptional attention to detail, with a proactive and solution-oriented mindset.
- Ability to balance operational demands with customer relationship management.
- Experience with Salesforce or CRM solutions– preferred but not required.
- Proficient in Microsoft Word, Excel, Outlook, & PowerPoint.
