Title: Manager, Customer Service Job code: SNMCST Reports To: Hub Director CO:   Dept: 7020 Location:   Status: Exempt Salary Range:      EEO1 1 EEO Job 1C Position Summary: The Phoenix Station Customer Service Manager is responsible for directing all activities related to passenger service at the Phoenix Hub and coordinate all functions to ensure operational integrity, superior customer service, and positive employee relations. Specific duties include:   Essential Functions: Develop schedules ensuring cost compliance while allocating needed resources effectively for on-time departures. Ensure passenger service staff is trained, knowledgeable, and provides excellent customer service, in accordance with company standards and HP Customer Service Manual. Ensure compliance with all federal, state, and local regulations affecting passenger service operations (including safety, OSHA, FAA and DOT) including, but not limited to, jetways and boarding areas.  Provide leadership, motivation, and development opportunities for direct reports while facilitating organizational effectiveness. Develop working partnerships within and across departments, which are critical to overall HPX operational success. Maintain communication with Customs, Immigrations, Agriculture, Southwest Airlines, HP Customer Service team, HP PAC, HP POC and company wheelchair vendor. Manage all personnel issues that relate to Customer Service (performance evaluations, performance consultations, terminations, suspensions and so forth). Manage short term and long term goals for the Customer Service department. Research passenger complaint letters and puts programs into place to eliminate complaints   Minimum Job Requirements: High school diploma or equivalent; preferred: college degree or additional related training OR  education with two years of airline supervision or management experience or one year of directly related experience or an equivalent combination of education and demonstrated experience.   Excellent customer service skills Accurate and attentive to detail Excellent communications and public relations abilities Strong typing and computer application skills Experience in assisting, supporting and coaching subordinate staff Management Approval:   Date:   HR Approval:   Date:

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