The Customer Service Trainer conducts customer service training as well as training in other various areas (including personal development skills).
*Confers with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies.
*Formulates teaching outlines and determine instructional methods such as individual training, group instruction, lectures, demonstrations, meetings and workshops. Focuses instruction around employee behaviors that ensure customer satisfaction.
*Delivers training in the areas of customer service and customer handling policies and procedures in the airport environment, including but not limited to key areas such as:
*All policies and procedures related to passenger check in, baggage acceptance, ticketing, airport reservations, gates and boarding, and irregular operations handling, code share policies and procedures, baggage tracing and baggage service functions and customers with disabilities.
*The Customer Service Trainer will develop a training plan on a calendar year basis to ensure that the appropriate numbers of classes are delivered on a schedule such that all airport employees have the opportunity to receive formal training, both initial and recurrent, as needed and as dictated by operational needs.
*In addition the Customer Service Trainer will perform the following functions:develop the curriculum for each course, working with the Manager Customer Service Standards and Training
*Deliver the training classes
*When not conducting formal training or planning for training, travel to Silver Airways stations to perform station audits in all aspects of customer service and financial controls
*Assist with the management and administration of a permanent training classroom in Fort Lauderdale
*Bachelor’s Degree required
*Previous customer service training experience.
*40-50% travel required
*Experience in airport operations, including preferably time at regional airlines and at line stations
*Prior experience developing training curriculums and delivering training in a classroom setting
*Excellent written and verbal skills as they will be responsible for developing and writing training curriculums and courses and station communications
*Excellent organizational and presentation skills required
*Excellent skills with Word, Excel, PowerPoint
*Ability to work effectively and manage relationships in a diverse multi-cultural environment
*Ability to work and manage projects independently with minimal supervision
*Ability to communicate effectively at different levels of the company and across different cultures
*Prior experience with Sabre preferred
*Prior experience in a baggage service function preferred