Customer Service Supervisor

Description

Customer Service Supervisor is responsible for leading and directing activities of the Customer Service Team. Engaged in providing elevated levels of service towards our clientele daily.

May perform the same or similar functions as those assigned to the workgroup.

• Monitor’s performance of Customer Service Representatives to ensure technical accuracy, demeanor, and adherence to company policies and procedures.
• Assist customers with requested services such as fuel, catering, hangar space and hotel accommodations, ground transportation, etc.
• May assist customers with loading and unloading baggage.
• Bill customers for services rendered. Ensure accuracy for existing invoices.
• Setup new accounts : maintain records, reports and other clerical duties.
• Ensure the security of passengers, crew visitors, and vendors entering the terminal and / or the AOA.
• Recommends corrective action to adjust the customer complaint and address service irregularities.
• Comply with company policies and procedures related to Elevate standards, ramp, safety and security procedures.
• Communicate with customers via telephone, email, face to face, email, air to ground radio, etc.
• Delegate and assign duties to qualified personnel, monitor progress, and assess results.
• Greet and remain attentive to all guest in the lobby, flight plan, conference room, entrance area.
• Ensure lobby, flight plan, crew rests are in excellent condition.
• Maintain and stock information, materials, and amenities in the customer service areas.
• Act as a liaison with vendors, i.e., limo service, catering, taxis, rental cars, etc.
• Serve as a resource on all customer service matters.
• Must ensure team members push FBO surveys to gain feedback on safety, service and feedback. FBO surveys are used to gain national recognition.
• Perform other duties as assigned.

Qualifications

• High School Diploma or General Education Degree (GED) plus one (1) year of related experience or training.
• Due to heavy interaction with our clients, candidates must possess a strong interpersonal, verbal, and written communication skills.
• Must be tactful, courteous and conscience of client needs.
• Proficient computer skills
• Must possess a valid driver’s license.
• Must be able to work in various weather conditions such as rain, and hot temperature.
• Must be able to work as needed. This position does not possess a set schedule. Must be available to work morning, nights, holidays, and weekends.
• Provide training and assistance to Customer Service Representatives and other personnel.
• Serve as a resource on all customer service matters.
• Functions may be performed variable weather and environmental conditions such as jet engine fumes, dust, or jet engine noise.
• Regularly stand and walk, use hands to finger handle or fell; reach with hands and arms; and talk and hear.
• Occasionally may lift up to 40 lbs.
• Read write and fluently speak and understand the English Language.
• Read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Operate office equipment including computer, telephone, copy machine.
• Write routine reports and correspondence.
• Ability to speak effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• Apply concepts of basic math to calculate figures and amounts such as discounts, percentages.
30+ days ago