(USA-OR-Eugene) Manager Customer Service II

**Company** Horizon Air **The Team** Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our managerial teams set the strategies and operational plans to ensure the success of our company. Our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you. **Role Summary** This role is responsible for executing on the strategy for their Horizon station. As a people leader, the Customer Service Manager II 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. **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 Experience, Education & Skills** **Required** + 5 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. **Total Rewards** + Competitive total rewards package + Medical, dental and vision benefits + 401k match program + Monthly incentive pay plan + Annual incentive pay plan + Generous paid time off and maternity / child-bonding leave + Travel privileges on Alaska Airlines & Horizon Air **Job-Specific Leadership Expectations** Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable. **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. We will consider for employment qualified applicants with arrest and conviction records in accordance with applicable Federal, State, and local laws. We participate in E-Verify, a service of the Department of Homeland Security (DHS) and Social Security Administration (SSA), where required. **FLSA Status** Exempt **Employment Type** Full-Time **Regular/Temporary** Regular **Job Locations** _USA-OR-Eugene_ **Company** _Horizon Air_ **Requisition ID** _2020-4696_ **Division** _QXCST - QX Customer Service_ **Employment Type** _Full-Time_ **Category** _Airports & Warehouse_
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