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.

• 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

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 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.
 

Conducts vendor invoice analysis duties 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.
 

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
Possesses exceptional decision-making abilities, responsiveness, and demonstrates ethical behavior
 

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 may be required to stand, walk or sit for prolonged periods. 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 50 pounds over their heads.

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.