Flight Customer Service Manager

Company Overview

HeliNY is New York City’s premier helicopter charter & sightseeing tour company, longest serving since 1994. With a large fleet of Bell helicopters, experienced pilots, and dedicated staff, we offer thrilling helicopter flight experiences. We offer a wide range of services from aerial tours of NYC, private charter flights and destination packages, and many other exciting offerings. Our commitment is to provide the best customer experience without compromise.

Job Responsibilities

The Flight Customer Service Manager is responsible for overseeing on-site operations at the Downtown Manhattan Skyport and Linden Airport, as well as managing the Reservations and Customer Service processes. The position is responsible for leading and managing a small team focused on exceptional customer service. Reporting to the CEO you will be the manager of the Sightseeing Tours Division, which includes onsite operations and remote reservations team. Duties include coordinating with aircraft dispatch, the chief pilot (or designee) and maintenance department to ensure full coordination of daily operations. In addition, the position will be responsible for reservation’s customer service department. The position requires someone with strong collaboration and communication skills that is always looking to drive service excellence while maximizing operational efficiency and ticket sales. In addition, the position entails collaborating with marketing campaigns and e-commence advisors.

Qualifications

• 5-10 years in travel, hospitality, and customer service roles, with demonstrated experience in booking systems, and customer service management. Ideal candidate has 4 years of aviation field experience (e.g. airlines), with 2 years in airline supervisor experience preferred. Long term industry experience a plus.
• Excellent ability to delegate tasks while maintaining organizational control of operations and customer service.
• Strong interpersonal communication and collaboration skills.
• Ability to manage multiple projects (multi-task), working with high attention to detail on time- sensitive tasks.
• Proven experience with leading a dispersed, diverse team.
• Knowledge of general reservation systems and aptitude to learn new applications; proficiency in Microsoft Office.
• Highly skilled in face-to-face customer service.
• Excellent customer service skills and the ability to motivate a team to reach the highest level of guest satisfaction.
• Ability and willingness to lead initiatives to make the operations smarter, more efficient, and more reliable.

Preferred Experience & Education

• Aviation, hospitality, transportation, and tourism.
• Bilingual (Spanish, Italian, German, French, Japanese preferred).
• Bachelor’s Degree in a related field (business, tourism, management, aviation) or equivalent experience.

Responsibilities

• Ensure that the Company operates efficiently (new processes to improve performance) and provides the highest level of customer service. Having a continuous improvement mindset, providing recommendations and implementing methods to increase revenue, reducing costs, while improving customer service experience.
• Oversee all sightseeing operations, including on-site operations at the Downtown Manhattan Skyport and Linden Airport.
• Oversee operational planning regarding scheduling of aircraft and forecasting, staff, and reservations.
• Monitor availability and demand to ensure and maximize flight allocations.
• Manage department work schedules, hirings to ensure appropriate staffing and coordinate with maintenance and pilots to support customer reservations.
• Collaborate with marketing regarding sales and marketing programs.
• Fosters a continuous improvement mindset, providing recommendations and implementing methods to increase revenue, reduce costs, while improving customer service experience.
• Establishes and maintains credible, professional relationships with clients, internal business lines, and external vendors.
• Lead by example including working varied hours, evenings, weekends, and holidays as needed for coverage.
• Conduct annual performance reviews and related reports.
• Ability to travel to both operation facilities.

Pay

• 70k – 80k Annual Salary plus performance bonus

Eligible Benefits

• Medical, Dental & Vision Insurance
• Accident & Life Insurance
• FSA – Flexible Spending Account & Commuter Benefits
• 401(k) Retirement Plan

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Pet insurance
• Vision insurance

Work Location: Hybrid remote in Hoboken, NJ 07030

Salary : $70,000 - $80,000