Customer Service Supervisor, San Juan

Job Description

Job Description

Description:

Tradewind Aviation is a leading Part 135 commuter and on-demand private charter operator with operational bases at the Waterbury/Oxford, CT (OXC), Westchester, NY (HPN), Stuart, FL (SUA) and San Juan, PR (SJU) airports. Founded by aviation enthusiasts in 2001 on the premise that all flights deserve the highest quality aircraft, crew, and service, Tradewind provides personal air travel—both private and scheduled service—throughout North America and the Caribbean.

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ABOUT THE CANDIDATE / ROLE

Tradewind Aviation is looking for a full-time San Juan Customer Service Supervisor to be based at our Caribbean base in San Juan, PR. This includes providing strong, positive leadership, guidance, and continuous training to the team in line with our company goals. They will promote and maintain a healthy work culture that produces excellent employee morale, and attracts the highest level of talent, while encouraging continuous growth. The Supervisor will consistently strive for top-tier customer service at every client interaction. Specifically, the San Juan Station Supervisor is responsible to: 

RESPONSIBILITIES

• Assist the San Juan Station Manager in overseeing and managing the Tradewind San Juan Station employees and services.  
• Ensure the day-to-day operation runs effectively in accordance with the established policies and procedures of the company and respective regulatory agencies 
• Be an expert in customer service  
• Efficiently coordinate and monitor all aspects of the operation 
• Ensure important information is being communicated appropriately between shifts 
• Liaison between company departments, vendors, and regulatory agencies  
• Develop and provide training and coaching to station personnel and vendors 
• Approve time off requests while maintaining appropriate staffing levels 
• Assist with recruitment and termination of employees 
• Responsible for always tracking and improving the quality of services provided by the San Juan Station 
• Measure and analyze employee performance and ensure all company procedures, protocols, and standards are followed by the employees  
• Be strategic in thought processes and decision-making  
• Develop and maintain documentation regarding employee conduct, client issues, feedback, and disciplinary actions                                                                            
• Take lead on service disruptions and direct appropriate follow-up 
• Observe safe ground handling procedures and maintenance of ground service equipment, including the performance of equipment checks 
• Ensure compliance of all safety procedures and airline policies  
• Ensure GOM procedures are always followed 
• Other duties as assigned by San Juan Station Manager or Caribbean General Manager 

QUALIFICATIONS

• BS degree in a field related to business and/or management  
• 2 + years’ work experience in a supervisory and leadership capacity, with general job knowledge  
• Able to proficiently read, write, speak, and understand English and Spanish   
• Able to work rotating shifts, schedules and able to work during nights, weekends and holidays 
• Able to successfully complete a background investigation, including FBI fingerprints and criminal history 
• Must be authorized to work in the U.S. or its territories without the need for future sponsorship
• Must have a valid In-State Driver’s License 
• Must be able to work under pressure and time constraints necessary to dispatch flights on time.  
• Must project a professional image  
• Proficient with Microsoft Word, Power Point and Excel 
• Self-motivated and a team player 

PHYSICAL REQUIREMENTS

• Ability to lift / push or pull, greater than or equal to 65 lbs.
• Exposure to outdoor elements including heat, cold, rain, wind, and sun during ramp and operational duties.
• Ability to communicate effectively on the phone and in meetings (in person or virtual) 
• Ability to use to operate a computer keyboard, mouse, and standard office equipment
• Potential exposure to environmental factors such as: Aircraft fumes and exhaust

Tradewind Aviation offers a competitive pay and benefits program for full-time team members:

• Comprehensive health and voluntary insurance plans
• Retirement plan with company match
• Paid time off
• Standby travel on select Tradewind Aviation scheduled flights
• Discounted standby travel benefits on numerous major and regional US and international airlines
• A rewarding career path with opportunities for growth and advancement throughout the organization

Part-time and Seasonal team members are eligible for specific benefits based on location and hours worked.