Customer Service Supervisor - Dulles, VA - #5507476

Jet Aviation

Date: 06/23/2022
City: Summit Point, WV
Contract type: Full time
Jet Aviation

Since 1967, Jet Aviation has been crafting flight in its smoothest form. From one hangar in Basel, Switzerland, to some 4,000 employees, and some 50 locations worldwide. Aircraft Management, Aircraft Sales, Charter, Completions, Defence, FBO, Fixed and Rotary Wing Maintenance, and Staffing. Behind every seamless Jet Aviation experience, is a team of dedicated professionals perfecting the art of flight. The artisans of aviation. The craft that brings our customers’ journey to life. In the hangar, on the ground, and behind the scenes. Enabling global flight, with passion.

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.

Main Responsibilities:

  • 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 in order 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 in order 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.

Minimum Requirements:

  • Job relevant vocational training (i.e., hospitality) / technical apprenticeship or equivalent work experience
  • 4-7 years of relevant work experience
  • Good knowledge of functional processes and procedures in functional area
  • Ability to informally instruct, train, and share knowledge
  • Strong communication skills and service orientation

Desired Characteristics:

  • Work experience in the aviation industry or a related field (e.g. hospitality) would be an advantage
  • Ability to work calmly and effectively under pressure
  • Possesses cultural awareness and required sensitivity
  • Strong personal values corresponding with Jet Aviation values (Trust, Honesty, Alignment, Transparency)

Physical Demands

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 hands to finger, handle, or feel, reach with hands and talk or hear. The employee frequently is required to stand, walk or sit. The employee is occasionally required to climbs or balance, kneel, crouch or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 25 pounds over their heads. Specific vision required for this job include, close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust and focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

Equal Employment Opportunity has been, and will continue to be, a fundamental principle at Jet Aviation, where individuals are hired, employed, recognized, and advance based upon their individual skills and abilities and without regard to an individual’s race, color, national origin, age, religion, physical or mental disability status, sex, gender, sexual orientation, gender identity or expression, transgender status, genetic information, marital status, pregnancy (including childbirth, lactation and related medical conditions), status as a protected veteran or any status or characteristic protected from employment discrimination under applicable federal, state and local laws (“EEO status”). This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, compensation, benefits, promotions, termination, layoff, recall, transfer, and opportunities for training and advancement.

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