A Fresh Approach To Great Results.
CUSTOMER SERVICE DIRECTOR
Working as a Customer Service Director for FLIK will allow you the opportunity to work with GREAT people like yourself! You will be surrounded by people who are passionate about what they do.
We currently seek a passionate, enthusiastic Customer Service Director to oversee ten first-class airport lounge locations across the United States. The ideal candidate will share in our belief in the quality value of delivering superior hospitality to our premier clients. This is a remote-based position with frequent travel required.
Essential Job Functions:
· Identifies areas within the account to assist with increasing and/or maintaining client satisfaction:
o Identifies characteristics and programs in these areas
o Recommends mechanisms to quickly and practically share and implement these programs in areas not meeting customer satisfaction goals
o Train team members on customer satisfaction tools
· Implementation of all aspects of FLIK Platinum Service policies, objectives and goal setting
· Conducts “train the trainer” and customer service training for team members
· Assists in developing and or adapting appropriate customer service training materials for all positions as directed by the customer service team
· Maintains customer service training content and constantly looks for ways to improve guides, manuals and training procedures
· Responsible for achieving the goals and objectives developed for the Customer Service Team
· Must work closely with other corporate and regional team staff to support company and client initiatives
· Reads and complies with all policies and procedures of Compass and client as appropriate
· Acts as liaison between FLIK/Compass Training Organization and account leadership
· Works closely with client and support teams to ensure smooth implementation of all programs and a review of new programs to provide appropriate customer service
· Work closely with client and local station to ensure facilities are operating to standards
· Completes full audits of all accounts as requested by management and client to ensure client specification and standards are being met throughout all locations per contract
· Completes all daily, weekly or monthly reports as outlined in the corporate policies and procedures on a timely basis meeting all prescribed deadline
· Projects and practices consistent ownership attributes, which provide a high level of customer service at all points of contact
· Participates in account management team during each site visit, ensures that FLIK policies and procedures are followed
· Develops and maintains excellent consensus building, influencing and communication skills (written and verbal)
· Exhibits exceptional organization skills
· All other duties as assigned
Qualifications:
· Minimum of five (5) years of Food Service and Hospitality Management, preferably in airport lounges
· Prior customer service experience in a 5- or 6-star hotel a plus
· Minimum of five (5) years of Facilities management
· Minimum of ten (10) years experience in implementing customer service policies and objectives for multiple customers, e.g., retail services, clients, team members, etc.
· Strong supervisory, leadership, management and coaching skills
· Strong communication skills both written and verbal
· Ability to communicate on various levels to include management, client, customer and associate levels
· Bachelors Degree preferred
· Must be able to manage and have working knowledge of the accounts, budgets, associates, and client standards
· Must pass all airport and TSA required background checks and be able to obtain airport ID
· Provide a successful track record of providing Five Star levels of Customer Service
· Full knowledge of airport regulations including TSA, CBP, FAA, and Port requirements
· Successful track record of assessing training needs, developing training programs, and implementation of training programs to ensure client expectations are met
· Experience in conducting post-implementation discussions with client management and other team members to determine satisfaction levels
· Experience in identifying additional client requirements for product, service, and education
· Weekly travel required
Charlotte-based Compass Group North America is the leader in foodservice management and support services. By combining fresh ideas with the industry’s greatest talent, we continue to set the standards for food and service excellence. Our vision for success is a powerful one – to continue to rise above the competition in every aspect of our business – from leading-edge technology, to purchasing, to foodservice, to catering and vending, to facilities management and support services. That kind of commitment commands only the best, and it's our great people providing great service that generates our great results. In turn, it’s important to us that our talented employees be given the proper resources to achieve their fullest potential.
Great People. Great Service. Great Results.
At Compass Group North America, our superior balance of efficiency and quality attract the highest caliber level of service our clients deserve. We retain the finest workers with a highly competitive compensation and comprehensive benefits plan. If you're looking for a career where you set the standard for personal advancement, then Compass Group North America is for you! Working together, we will continue to experience success as the industry's best.
Achieving leadership in the foodservice industry
Compass Group North America is a diversity growth-oriented organization. Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for ALL associates. We are an Equal Opportunity Employer that considers applicants without regard to race, sex, religion, national origin, disability or protected veteran status.
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Job ID: JML07291550695