Supervisor, Client Experience

FlightSafety International•Grapevine, TX

4d•Onsite

About The Position

The primary focus of the Supervisor, Client Experience is to oversee departmental activities and personnel to ensure alignment with the overall operations strategy of client services and scheduling which lead to a continuous and positive client experience.

Requirements

Bachelor’s degree in Business or Aviation Management required or three (3) years related experience and or training; or equivalent combination of education and experience; equivalency years or experience substitution must be in related field.
Three (3) or more years of leadership experience in a work environment of an upper level management support position involving confidentiality, organizational skills and time constraint pressures, required.
Excellent customer service skills.
Excellent verbal and written communication skills
Excellent customer service and interpersonal skills
Demonstrated ability to establish metrics and provide data-driven solutions in a service center structure across a matrixed operating environment
Proven ability to collaborate across a broad spectrum of key stakeholders and various levels of management in a professional manner
Ability to adapt to changes rapidly and perform in a fast-paced work environment while managing multiple deadlines, inquiries, and projects simultaneously
Strong attention to detail, problem-solving, critical thinking, and analytical skills
Solutions-oriented problem solver with a focus on continuous improvement
Proven ability to identify, evaluate, and solve problems by applying policies and procedures to a variety of issues
Ability to influence without formal authority
Demonstrated ability to maintain a high level of confidentiality and professionalism
Complies with all company policies and procedures
Fluency in English
Advanced proficiency in Microsoft Office suite or related software, in particular Excel, Word, PowerPoint and Outlook
Other software programs may be required.

Responsibilities

Work cooperatively throughout all levels of FlightSafety’s cross functional business units to successfully support FlightSafety’s Vision to be the world’s premier aviation training company; known for its outstanding customer service, superior quality training and products, operational excellence and talented Teammates.
Ensure accuracy and integrity of department processes.
Manage all customer retention activities for department.
Interview and evaluate prospective candidates for employment.
Track, evaluate and report teammate performance and goals.
Provides day to day supervision of team to include: coaching on performance, coordinating activities and work schedules, checking on quality and work progress.
Responsible for approving employee timecards each week
Resolves problems, identifies the most appropriate solution and may establish new techniques to ensure the team meets its objectives and improve the efficiency of the team.
Responsible for mentoring, training and development of Customer Support teammates or the coordination of those activities.
May be asked to assume responsibility of Manager, Client Experience duties in their absence.