Customer Service Supervisor

Position at Skyservice Business Aviation

Skyservice is the North American market leader in business aviation. Built on the key principles of safety and service excellence, we offer full-service support and expertise in aircraft management, charter, maintenance, and sales from our fixed-based operator services across Canada and the United States. People and values are inseparable assets that fuel our commitment to Quality, Safety, Respect, Commitment, and Efficiency. These key values guide us every day and contribute to our reputation as industry leaders in aviation services. Skyservice is a team that is committed to supporting and developing our people. If you wish to advance your career and be part of team committed to reaching further and aiming higher in Business Aviation, the Skyservice family of companies is the team for you.

Your Future at Skyservice: Here at Skyservice we are continuing to grow and provide high level service to our clients, expanding our footprint and name throughout the Americas. You will bring an innovative mindset, strong attention to detail and fast-paced way of working to a team that works together to exceed the expectations of our customers. We focus on excellence and are committed to support and develop our teams!

Summary of Responsibilities:

• Provide supervision, leadership support and mentoring to Customer Service Representatives.
• Lead by example, understand and ensure compliance with all relevant internal and client rules, regulations and procedures and perform all duties accordingly, while giving primary consideration to 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 as required.
• 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 ensuring that all customer service needs are met, promoting cohesive communication.
• Facilitate comfort of passengers/guests 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 (eg: all billing information is correct, customer credit cards are handled with care, etc.).
• 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.
• Escalate as necessary and provide 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.
• Help 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 our non-technical buyer (eg: tissue, wipes, air freshener, etc.).
• Participate in base meetings, providing support and feedback to the base team.
• Other duties as assigned by management.

Qualifications and Skills Required:

• 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;
• Aviation experience preferred, but not required;
• Strong communication and conflict resolution skills.

Benefits: Our perks and benefits include but are not limited to:

• 401(k) plan with employer match;
• Health, dental and vision insurance;
• Life insurance;
• Paid time off.

Skyservice is an equal opportunity employer and welcomes applications from all interested parties. If for any reason you cannot apply through our job board, please contact a member of our Human Resources team for special accommodation.