Customer Service Supervisor

JOB DESCRIPTION

Position Title: Customer Service Supervisor

Position Reports to: Line Manager

Location: Fargo Jet Center – Fargo, ND

Shift Available: Monday-Friday; 2:00pm-10:00pm or 1:00pm-9:00pm

Please apply online at: https://www.fargojet.com/careers/

Primary Operational Objectives:

The Customer Service Supervisor is responsible for overseeing the afternoon customer service team, managing the personnel and daily operations, including training and development of the team members.

Essential Job Functions:

Welcoming and communicating directly with customers.

Work with payment transactions on our proprietary software.

Accurately track aircraft fueling, payments, and the cash drawer.

Answer incoming phone calls/transfer calls appropriately.

Provide customers with professional service and assistance with hotel, care, and other travel reservations.

Set up and confirm catering orders with restaurants.

Serve as a concierge to our guests with knowledge of the local area.

Communicate with Line Technicians and Supervisors about customers' needs and aircraft movement.

Maintain the lobby area cleanliness.

Clerical duties as assigned.

Responsible to follow and comply with all safety rules and regulations.

Must be able to work scheduled hours.

Other duties as assigned.

Supervisory Responsibilities

Manage the day-to-day operations of the CSR desk by assigning tasks, monitor workload, and distribute projects.

Managing CSR schedule, including approving timesheets and PTO requests.

Assist in department interviewing, hiring, and training new team members.

Conduct new hire and annual performance reviews for their team.

Ensure all team members are safely and accurately conducting operations in accordance with established policies and procedures which comply with local, state, and federal safety requirements.

Encourage high quality performance of team members through positive motivation and open communication.

Managing the use and training of our proprietary schedule and point of sale software.

Addressing customer complaints and resolving problems.

Correspond with customers through multiple communication channels and social media outlets to promote services and repeat business.

Identify prospective business opportunities by connecting customers to appropriate staff and/or other affiliated aviation service companies.

Qualifications:

1 to 3 years strong customer service experience; previous supervisory experience a plus

Strong communication skills both in person and over the phone

Exceptional organizational skills and attention to detail

Proficient in Microsoft Office products including Outlook, Word, and Excel

Strong aptitude and willingness to learn new software systems

Ability to work well independently and as part of a team.

Ability to work evenings, weekends and holidays

Ability to adapt quickly to changing priorities/fast-paces environments.

Must have a clear driving record for the past 3 years.

Previous aviation experience preferred, but not required.

Physical Demands:

Ability to sit or stand for long periods of time

Ability to lift/carry up to 25 lbs

EEO/AAP/Drug Free Workplace