Customer Service Supervisor

SUMMARY OF RESPONSIBILITIES:

• Provide supervision, leadership support and mentoring to Customer Service Representatives.
• Always lead by example, understand and ensure compliance with all relevant internal and client rules, regulations and procedures and perform all duties accordingly, while giving primary consideration to personal safety for coworkers and customers.
• Complete scheduling and time management for all CSRs/Concierges, including vacation and overtime requirements while maintaining budgeted allocations.
• Seek new and innovative ways to attract and retain new customers.
• Deliver a high level of customer service in accordance with the Skyservice philosophy.
• Facilitate efficient and customer-focused arrivals and departures of customers.
• Maintain effective communication and coordination between customers, line service crew, CSRs, and management as required.
• Greet and assist flight crews with fuel requests, hotel reservations, catering, limo/shuttle arrangements, and other ground support requirements.
• Work closely with line service crew and pilots ensuring that all customer service needs are met, promoting cohesive communication.
• Facilitate comfort of passengers/guests and create a harmonious atmosphere.
• Maintain, monitor, and update the Aircraft Entry Log and advise line service crew accordingly.
• Ensure point of sale and other transactional data is handled accurately (eg: all billing information is correct, customer credit cards are handled with care, etc.).
• Answer multiple line telephone and direct calls accordingly.
• Maintain two-way communication with incoming aircraft by utilizing ground-air radio.
• Resolve concerns from staff, crew, and/or guests.
• Escalate as necessary and provide feedback to upper management regarding service issues or customer concerns.
• Maintain security passes efficiently for guests requiring access to secured areas, and monitor the ramp for security breaches.
• Help assist customers with directions to our facility, restaurants and hotels.
• Responsible for the organization and cleanliness of the front desk, main closet, coffee area and lounge.
• Maintain supplies for the front desk with our non-technical buyer (eg: tissue, wipes, air freshener, etc.).
• Participate in base meetings, providing support and feedback to the base team.
• Other duties as assigned by management. 

QUALIFICATIONS:

To be considered for this position an individual must have 5-7 years' experience in a discerning customer service environment.

Other qualities include but are not limited to:

• Effective time management.
• Experience in project management.
• Ability to read and comprehend general business documents, professional reports, technical procedures or government regulations.
• Ability to effectively present information and respond to questions from department managers, co-workers, customers, and the general public.
• Strong computer skills: advanced knowledge of MS Office and the ability to learn new programs/systems quickly.
• Detail-oriented and ability to work with time pressures and specific deadlines.
• Excellent organizational skills and the ability to multi-task.
• Strong communication and interpersonal skills with the ability to work well with employees at various levels in the organization.
• High school diploma/GED required.
• Aviation experience preferred, but not required.
• Strong communica