Customer Service Supervisor

Skyservice Business Aviation•Redmond, OR

2d•Onsite

About The Position

Skyservice is the North American market leader in business aviation, offering full-service support in aircraft management, charter, maintenance, and sales. We are committed to safety and service excellence, and our values of Quality, Safety, Respect, Commitment, and Efficiency guide us. We are a growing company looking for individuals who wish to advance their careers in Business Aviation. The ideal candidate will bring an innovative mindset, strong attention to detail, and a fast-paced work ethic to a team dedicated to exceeding customer expectations. We focus on excellence and are committed to supporting and developing our teams.

Requirements

5-7 years' experience in a discerning customer service environment
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
Strong communication and conflict resolution skills

Nice To Haves

Aviation experience preferred, but not required

Responsibilities

Provide supervision, leadership support, and mentoring to Customer Service Representatives.
Lead by example, ensuring compliance with all internal and client rules, regulations, and procedures, prioritizing 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.
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 to ensure all customer service needs are met, promoting cohesive communication.
Facilitate passenger/guest comfort 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, including billing information and customer credit card handling.
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, escalating as necessary and providing 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.
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 the non-technical buyer.
Participate in base meetings, providing support and feedback to the base team.
Perform other duties as assigned by management.