Customer Service Supervisor

Piedmont Airlines•Roanoke, VA

12d•Onsite

About The Position

The Customer Service Supervisor manages the department’s operational activities in accordance with established policies and procedures. The role leads team members with varied duties, supports their development, addresses non-compliant behavior, and helps ensure on-time performance and quality customer service. The supervisor adapts station operations to changing conditions, proactively solves problems, and provides operational support when employee absences affect the operation. This position reports to the General Manager. The work includes administrative reporting and use of computers and other office equipment, as well as work in an airport ramp environment with varied weather conditions and elevated noise levels. The schedule may include all shifts, weekends, nights, holidays, and irregular shifts. Physical duties include frequent standing, walking, bending, lifting, and assisting passengers with disabilities, including pushing wheelchairs. Employment is contingent upon a clear driving record, a 10-year Criminal History Records Check, and a drug screen as required. Applicants must be at least 18 years old and provide proof of high school or GED completion.

Requirements

Excellent organizational skills and ability to multitask.
Ability to work independently and set and meet personal deadlines.
Ability to work well with all levels of management and support staff.
Ability to defuse conflicts among team members.
Familiarity with Microsoft Office Suite.
Prior experience with internal control processes for accountable items.
Ability to work a flexible schedule, including all shifts, weekends, nights, holidays, and/or irregular shifts.
Clear driving record.
Successful completion of a 10-year Criminal History Records Check and drug screen as required.
Minimum age of 18 years.
Proof of high school or GED completion.
Ability to handle objects up to 70 pounds regularly and up to 100+ pounds occasionally with assistance from coworkers or tools.
Ability to perform frequent stooping, bending, kneeling, walking, standing, reaching, lifting, and climbing stairs.

Nice To Haves

Previous airline management experience.
Current Piedmont employee with a minimum of six months of service.
Knowledge of basic airport procedures and fundamental job requirements for gate and ramp agents.
Extensive knowledge of QIK.
Bachelor’s degree in Aviation, Business, or a related field.

Responsibilities

Coach team members and provide career development.
Correct non-compliant behavior and impose disciplinary action as required.
Understand corporate culture, policies, and goals and implement them in daily work routines.
Manage department operational activities in accordance with established policies and procedures.
Manage a staff of team members with varied duties.
Complete administrative duties, including daily, weekly, and monthly reports.
Maximize station operational performance by adapting to changing conditions and proactively solving problems.
Supervise, direct, and monitor personnel; adjust work as needed to ensure on-time performance and quality customer service.
Drive motorized equipment.
Provide support when employee absences affect operations.
Assist passengers with disabilities, including pushing wheelchairs.