(CAN-BC-Kelowna) Customer Services Manager

**WHAT WE'RE ABOUT** We deliver excellence with passion. Each Horizon employee aims high, and working closely together, we soar. As a committed partner to Alaska Airlines, we connect the cities, people and promise of the West. Going the extra mile for guests and each other. Taking on each day knowing we're part of something remarkable. **YOUR ROLE** Role Summary This role is responsible for executing on the strategy for their Horizon station. As a people leader, the Customer Service Manager leads and establishes priorities for the team to champion a superior level of customer service that will delight our guests at the airport. As the manager, you will be responsible for employees to deliver a remarkable guest experience whilst ensuring that the utmost safety standards are upheld. Scope & Complexity This leadership role is responsible for oversight of all facets of stations operations at their designated airports. Key Duties - Lead team and establish priorities of customer service agents. - Develop people through effective performance management and ongoing feedback, focusing on delegation for stretch assignments, growing and developing the team for capacity and growth, looking at performance across the team, and time management. - Shape culture of team through action, presence, and reinforcement of behaviors. - Serves as primary leader responsible for all aspects of Horizon Air passenger and ground service functions. - Oversees station operational performance including holding the station accountable to a consistent high level of customer service standards. - Responsible for monitoring and reporting on the station's budget. - Maintains safety as the number one priority, and ensures compliance with all operational performance standards, regulations, and processes. As well as assists in determining if current practices pose safety and compliance risks and propose/pursue alternatives. - Professionally represents Horizon Air in a range of port, civic, and sales related settings. Job-Specific Skills, Experience & Education Required - 3 years of experience in customer service. - 2 years of leadership experience. - Bachelor's degree, or an additional two years of training/experience in lieu of this degree. - Demonstrated leadership skills. - Excellent written and verbal communication skills. - Regular and predictable attendance. - High school diploma or equivalent. - Minimum age of 18. - Must be authorized to work in the U.S. Preferred - Airline Experience - Proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook). - In-depth knowledge of station operations, ticketing, passenger service, ground service, airfreight, cost control, budgeting, and labor scheduling. Job-Specific Leadership Expectations Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable. **START YOUR NEW JOURNEY NOW** Submit your application by 10/27/2019 11:59pm (Pacific Time). We'll be happy to see it. **EQUAL EMPLOYMENT OPPORTUNITY** Horizon Air and Alaska Airlines are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information. **Job ID** 35486 **Location** Kelowna, BC **FLSA Status** No FLSA Required **Full/Part Time** **Regular/Temporary** Regular
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