Client Services Supervisor | KSNA

Clay Lacy Aviation

8d•Onsite

About The Position

At Clay Lacy Aviation, we’ve built a legacy of excellence by combining innovation, safety, and exceptional service. We’re looking for people who share our passion for aviation and our commitment to doing the right thing. Here, curiosity and continuous learning are valued, and teamwork is essential. If you’re ready to contribute your skills in a supportive, high-performing environment where every detail matters, you’ll find opportunities to grow your career and be part of shaping the future of private aviation. Position Summary The Client Services Supervisor (CSS) oversees all policies and procedures to ensure excellent customer service. This role is responsible for directing the training and activities of the Client Services Representatives (CSR’s) to promote the Clay Lacy Aviation vision, mission and values and to help create a positive team environment that raises the level of safety, service and value for our customers and employees. This role involves making hiring decisions, conducting performance reviews, and overseeing all activities related to the Client Services department. Location: Santa Ana, CA (KSNA) Shift: Tuesday - Friday (4/10 Schedule) - DAY SHIFT Compensation: $76,564.80 - $87,505.60 per annum: eligible for comprehensive benefits package, including medical, dental and vision insurance.

Requirements

Create strong customer relations and deliver customer-centric solutions.
Take on new opportunities and challenges with a sense of urgency and enthusiasm.
Work collaboratively with others to meet shared objectives.
Communicate a clear understanding of the needs of varied audiences and modes.
Gain the trust and confidence of others through honesty, integrity, and authenticity.
Make good and timely decisions that keep the organization moving forward.
Hold self and others accountable to commitments.
Be results-driven, consistently achieving objectives.
Be interpersonally savvy, relating openly and comfortably to all people.
Build teams that apply their diverse perspectives to achieve common goals.
Use feedback and reflection to gain self-awareness of strengths and weaknesses
Able to comply with all safety requirements necessary to perform the job safely.
Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.
Pass pre-employment drug testing and background check
Provide excellent customer service to both internal and external clients at all times.
Complete Clay Lacy Aviation and other job-related training.
Strong interpersonal and communication skills, direct interface, over telephone and in writing.
Ability to make decisions with multiple objectives and implement them in a safe, efficient manner.
Follow oral and written directions; plan and complete assigned duties on a regular schedule; and maintain good working relationships with others.
Schedules are subject to change. Employees must be available to work flexible hours as changes occur, examples include overtime, holidays, and covering time-off for the team.
Ability to work without direct management supervision.
Must be comfortable with working outdoors, day, night and in all weather conditions.
The following functions may be performed in variable weather and environmental conditions such as jet engine fumes, dust, or noise.
Step up and down stairs, ladders, and vehicles.
Work effectively while sitting, standing, walking, or running.
Able to engage safely and effectively in gross and fine motor control movements such as operating machinery, company vehicles and handheld tools.
Reach above shoulder level.
Reach at shoulder level.
Complete tasks safely and effectively that require hand and eye coordination.
Lift, carry, push, and pull objects (broomsticks, ladders, power tools etc.) from ground level to waist and overhead, up to 50 lbs.
Standing and walking for extended periods of time, running when required.
Must be able to reason, analyze, and solve problems.
Must be able to communicate clearly with clients, leadership and others.
Basic computer skills.
Must have basic math skills.
Always work safely and effectively.
Must work well with others.
Must be able to prioritize and multitask in a distracting environment.
High school diploma.
3-5 years customer service experience required.

Nice To Haves

Minimum 3-5 years FBO experience preferred.
Aviation experience preferred.

Responsibilities

Create new opportunities by developing relationships with customers, employees and tenants.
Establish a culture that fosters customer loyalty by practicing and teaching increased employee engagement.
Regularly interact with customers and tenants to promote the FBO and ensure a high level of customer satisfaction.
Continually develop and improve capabilities and processes through regular customer feedback.
Ensure training and development of employees to improve work performance and maximize employee potential.
Manage CSRs on all duties related to customer services; communicate work procedures and company policies to staff.
Carry out management responsibilities in accordance with the organization’s policies and applicable laws.
Perform leadership functions such as annual reviews, hiring decisions, and managing performance of direct reports, including mentoring and skill development.
Coordinate all customer service-related activities.
Plan, prepare, and devise work schedules.
Interpret and communicate work procedures and company policies to staff.
Communicate with other departments and management to resolve problems and expedite work.
Resolve complaints and answers questions of customers regarding services.
Reviews and checks the work of CSR’s.
Makes recommendations to management concerning staff and improvement of procedures.
Keeps the training manual current.
Improves processes and procedures for the front desk.
All the tasks and duties of the CSR.
Other responsibilities as requested or assigned.