TAT Piedmont (formerly Piedmont Aviation) is part of TAT Technologies Ltd., a multi-site global aerospace company dedicated to our customer experience of exceeding expectations. We are the leading MRO, APU leasing and OEM partner of key commercial and military aircraft solutions with over 50 years of experience in the industry.
We have an ambitious and fast-growing environment that believes in the power of team collaboration with the deep-rooted belief that there is no substitution to personal relationships and interactions. We offer a flexible work environment enabling talented individuals to fulfill their development goals through drive, energy, and passion for the customer.
We are seeking a dynamic, results-oriented Senior Manager of Customer Service to lead and optimize our customer support operations. The ideal candidate will have a proven track record in customer service leadership, strategic thinking, and team development. This role is crucial for ensuring an exceptional customer experience across all touchpoints and leading a team of customer service professionals to meet and exceed service targets.
As Senior Manager of Customer Service, you will be responsible for overseeing the day-to-day operations of the customer service department, managing team performance, developing strategies to improve customer satisfaction, and collaborating with other departments to resolve complex issues. You will also be expected to drive initiatives for continuous improvement and help build a customer-centric culture within the organization.
Key Responsibilities:
- Leadership & Team Management:
- Lead, mentor, and develop a team of customer service supervisors and representatives to ensure high performance, engagement, and professional growth.
- Create a positive, results-driven culture, fostering open communication and collaboration across the team.
- Monitor team performance and provide coaching, feedback, and performance reviews to achieve KPIs and service level agreements (SLAs).
- Customer Service Strategy:
- Develop and implement strategies for improving customer satisfaction and loyalty, including feedback loops, resolution protocols, and customer advocacy programs.
- Identify trends, emerging customer issues, and potential areas for operational improvement.
- Collaborate with the leadership team to align customer service objectives with overall company goals.
- Align the team to the TAT CARE culture
- Operational Excellence:
- Ensure that the customer service department meets or exceeds established performance metrics, such as first response time, resolution time, and customer satisfaction scores.
- Monitor and manage daily operations, including call volume, staffing levels, and workload distribution to ensure efficient service delivery.
- Leverage technology and automation tools to improve service efficiency and streamline customer interactions.
- Continuous Improvement:
- Drive initiatives to improve customer service processes, policies, and procedures based on customer feedback, data analysis, and industry best practices.
- Champion the adoption of new tools and technologies that enhance the customer experience.
- Proactively identify and address areas of concern or improvement within the customer service team.
- Cross-Department Collaboration:
- Work closely with Sales, Marketing, Product, and other departments to address customer feedback, product issues, and service improvements.
- Coordinate with the training and quality assurance teams to ensure staff is equipped with the right knowledge and tools to succeed.
- Reporting & Analysis:
- Regularly analyze and report on key customer service metrics, trends, and performance to leadership.
- Use data-driven insights to inform decision-making and highlight areas for operational improvements.
- Education:
- Bachelor’s degree in Business Administration, Communications, or related field (preferred). Equivalent experience may be considered.
- Experience:
- Minimum of 7-10 years of experience in customer service, with at least 3-5 years in a managerial or leadership role.
- Proven experience managing a team of customer service professionals, ideally in a fast-paced or high-volume environment.
- Demonstrated success in improving customer satisfaction, reducing customer churn, and driving operational efficiency.
- Strong experience with CRM software, customer service platforms, and analytics tools.
- Skills:
- Excellent leadership and team management skills, with the ability to motivate and inspire teams.
- Exceptional verbal and written communication skills, with the ability to convey complex information clearly and concisely.
- Strong problem-solving abilities, with a focus on finding solutions to complex customer issues.
- Highly organized with a keen attention to detail.
- Data-driven mindset with the ability to interpret and leverage performance metrics.
- Certifications:
- PMP certification preferred.
- Personal Attributes:
- Strong customer-centric mindset, with a passion for delivering exceptional service.
- Ability to work under pressure and handle difficult customer situations with professionalism and empathy.
- Adaptability and openness to change, with the ability to lead teams through transitions or process improvements.
- On site position, will not entertain request for remote or hybrid work
TAT Technologies Group is dedicated to providing an inclusive, fun, and unique workplace. We believe in acknowledging and appreciating the value of our team members. One way we value our team is by providing a comprehensive and expansive benefits offering to include Major Medical, Dental, Vision, Life, 401K with company matching, STD, LTD, accidental coverages, EAP, and more. Insurance carriers vary based on location.
