Supervisor Customer Service

Supervisor Customer Service

Location:

Carolina, PR, US, 00983

Flexible Work Arrangement: Onsite

Job Category: Fixed Base Operations (FBO)

Career Level: Graduate / Entry Level

Requisition Id: 4064

Since 1967, Jet Aviation has been crafting flight in its smoothest form. From one hangar in Basel, Switzerland, to over 4,500 employees, and some 50 locations worldwide. Aircraft Management, Aircraft Sales, Charter, Completions, Government Services, FBO, Fixed and Rotary Wing Maintenance, and Staffing. Behind every seamless Jet Aviation experience, is a team of dedicated professionals perfecting the art of flight. The artisans of aviation. The craft that brings our customers’ journey to life. In the hangar, on the ground, and behind the scenes. Enabling global flight, with passion.

Position Summary

The Customer Service Supervisor provides exceptional customer service; assists the Manager of Customer Service in coordinating the daily activities of the FBO Department; may execute some of the Customer Service Manager duties when needed and/or required; excels in the supervision and leadership of the customer service representatives, senior customer service representatives and lead customer service representatives. Identifies and understands personal values of superiors, subordinates, peers and others; ensures friendly and efficient service to our customers and adherence to all operating procedures.

The posted hourly ranges will default to that of your regional location and will not include any premiums. The baseline range will be as follows: $17.93-$20.00 per hour.

Minimum Requirements

• High School Diploma/GED

• Job vocational training (i.e., hospitality) / technical apprenticeship

• At least 4 years of work experience in a customer service role

• At least 4 experiences in customer service procedures

• Ability to use Microsoft Office

• Eager to provide excellent customer service

• Must obtain an Airport ID Badge within 30 days of employment

• Must have a valid drivers license

Main Responsibilities

• Provides new and existing customers with the best possible service in relation to billing

• inquiries, service requests, suggestions, and complaints.

• Resolves customer inquiries and complaints fairly and effectively.

• Provides product and service information to customers and identifies upselling opportunities to

• maintain and increase income streams from customer relationships.

• Recommends and implements programs to support customer needs.

• Greets customers in a welcoming, friendly and respectful manner.

• Supervises and maintains adherence to the Department Standards of Excellence for exceptional customer service, grooming and dress code.

• Directly or indirectly supervises the Customer Service Representatives on a daily basis.

• Works closely with other members within the organization to provide the necessary training and development to the employees in order to maintain exceptional levels of customer service.

• Establishes schedules and assigns individual duties to the CSR and Lead CSR.

• Assists with the hiring process by identifying, interviewing and recommending applicants for open positions.

• In partnership with the Department of Human Resources, has an active role in the hiring, dismissal, discipline, training, retraining, evaluation process, and counseling employees.

• Coordinates the daily review of cash and credit card transactions and ensures that all daily checks and balances have been completed satisfactorily.

• Ensures adherence to departmental procedures providing training where necessary.

• Communicates changes or additions to Company or departmental policies to the CSR staff.

• Motivates and encourages the CSR employees to provide the highest service levels.

• Supervises the reconciling of daily fuel sales, fuel inventory, and other transactions.

• Researches customer inquiries using the computer query tools. Prepares reports for customer analysis and can print those reports.

• Reconciles customer payments to records of customer purchases and to the accounts receivable and SAP.

Main Responsibilities Cont.

• Conducts vendor invoice analysis duties in order to ensure accurate and timely billing of the appropriate charges, as needed.

• Communicates with customers by phone, email, or in person and receives orders for services that are required during the customer visit.

• Coordinates with the appropriate departments to provide the services the customer requires for fuel, maintenance, avionics, hangar, aircraft cleaning, accurate arrival and departure times and any other service requirements.

• Monitors the ARINC frequency for communicating directly with the aircraft en-route. Master commonly used radio terminology including military time and the phonetic alphabet.

• Assists crewmembers with weather retrieval.

• Assists flight crews with arrangements for hotels, ground transportation, catering, customs and other miscellaneous vendor service requirements.

• Processes sales transactions using the SAP program, entering all cash and credit card sales and fuel purchase receipts.

• Adjusts complaints concerning billing or service rendered, referring complaints of service failures to the lead customer service representative for investigation.

• Maintains counter and uniform inventory.

• Handles heavy volume of incoming communication via the telephone, aircraft radios, email and internal radios with the line service personnel and/or by any other communication system the company may implement.

• Reports to work in the proper uniform ready to work when the shift starts.

• Other duties as assigned

• Represent Jet Aviation as one company internally and externally with industry groups, regulatory bodies and the General Dynamics network.

Desired Characteristics

• Work experience in the aviation industry or a related field (e.g. hospitality) would be an advantage

• Strong problem resolution skills (ability to handle customer conflicts)

• Strong communication skills and service orientation

• Ability to work calmly and effectively under pressure

• Ability to instruct, train, and share knowledge

• Possesses cultural awareness and required sensitivity

• Passionate about Delivering the Best Experience

• Willingness to always provide a five-star experience

• Quickly adaptable to changing priorities and customer needs

• Able to quickly identify alternative and positive solutions to problems

• Ability to deal with customer frustrations while still maintaining that positive attitude

• Promote a Climate of Excellence

• Aware and sensitive to the concept of luxury and best in class quality

• Has a sense of urgency for customer requests

• Communicates clearly, both verbally and in writing

• Active and effective listener to understand what customers are saying

• Seeks continuous improvement opportunities

• Act as a Jet Aviation Brand Ambassador

• Is positive and has cross-cultural awareness

• Establishes self-accountability

• Embraces feedback and coaching

• Naturally empathetic

• Ability to demonstrate good communication skills

• Ability to work calmly and effectively under pressure

• Ability to demonstrate multitasking abilities.

• Cultural awareness and related sensitivity

• Demonstration and commitment to Jet Aviation values (Trust, Honesty, Alignment, Transparency)

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to use their hands and fingers to handle, feel, or reach. The employee frequently is required to stand, walk or sit. The employee is occasionally required to climb or balance, kneel, crouch or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 25 pounds over their heads. Specific vision required for this job include, close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust and focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.. The employee must be able to work in both a heavy maintenance environment and in upscale customer areas. The noise level in the work environment is usually moderate with occasional high volume when aircrafts arrive/depart. The employee is frequently exposed to vibration. Occasional fuel fumes may permeate the workplace. Employee must be willing and able to work in all types of weather conditions. The noise level in the work environment is usually loud. The Hangar environment may be extreme hot and cold during certain seasons of the year.

At Jet Aviation eligible employees can enjoy a comprehensive package that fuels your passions both inside and outside of work. Your health and well-being matter to us. That’s why we offer a competitive benefit package that includes health, dental & vision insurance, matching 401(k), health savings and flexible spending accounts, short-term and long-term disability, life insurance, employee assistance programs, health and wellness awards, generous paid time off, tuition reimbursement, employee discounts and more.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans