Customer Service Manager
Customer Support and Quality Improvement Manager - he/she assists the Federal Security Director of the airport in managing and assuring attainment of quantitative and qualitative customer satisfaction.
The incumbent serves as a Customer Support and Quality Improvement Manager for the Transportation Security Administration at a large Category X or I sized U. S. airport. As such, he/she assists the Federal Security Director (FSD) of the airport in managing and assuring attainment of quantitative and qualitative customer satisfaction goals - Customer Support and Quality Improvement Manager
Serves as a liaison between the FSD and concerned parties at the airport, i.e., the traveling public, air carriers, on-site vendors/retailers, and various groups and representatives from the aviation industry on customer support and quality improvement matters.
Designs and conducts complex studies, and surveys aimed at improving customer support programs and operating policies and procedures. Analyzes data for process improvement opportunities; identification of performance measures; and resource allocations - Customer Support and Quality Improvement Manager
Implements highly-visible, national-level customer support programs and quality improvement action plans and continuously evaluates them against established performance baseline measurements. Effectively manages customer concerns and resolves issues or complaints in a timely fashion. Collects, maintains, and creates reports utilizing data and survey information. Provides overall technical and administrative direction to the FSD’s staff on customer support and quality improvement matters.
Occupational Employment and Wages-May 2021
Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.
Customer service skills include communication, patience, and knowledge of your company’s products or services. You also should be friendly and understanding. In some occupations, you may need the ability to diagnose and fix problems or to make sales.
Gemline in Boston
Founded in 1958, Gemline is an award-winning consumer products company in the $25 billion-dollar promotional products industry. Gemline is headquartered 25 minutes north of Boston in Lawrence, Massachusetts. The Company has over 300 employees worldwide.