FBO Customer Service Supervisor

Salary Level 7

Full-Time

Exempt

Typical Hiring Range: $61,172 - $76,765

The FBO Customer Service Supervisor position is responsible for all District FBO provided Customer Services and the management of all FBO Customer Service personnel.

• →Makes customer service the highest priority, as well as professional and safe service.
• →Develops and administers the training program for FBO Customer Service related operations of the District. Evaluates and Recommends training requirements for Customer Service personnel.
• →Oversees Customer Service operations for General Aviation and Department of Defense operations serviced by the FBO.
• →Supervises employees performing a wide variety of Customer Service tasks and ensures adherence to all customer service practices, policies and procedures.
• →Models professionalism through appropriate interaction with customers, stakeholders, and District personnel.
• →Ensures that all Customer Service personnel have been properly trained and adhere to training program[s], District Policies and Procedures.
• →Coordinates and ensures adequate personnel coverage for Customer Service shifts.
• →Interviews, hires and manages performance of FBO Customer Service personnel
• →Provides key operational information to peer Supervisors/Leads needed to oversee their respective shifts.
• →Disseminates approved department/division information as appropriate.
• →Facilitates accurate and appropriate reporting of FBO services rendered for record-keeping and billing purposes.
• →Maintains accurate and current pricing of products and services.
• →Manages and maintains the professional appearance of all FBO internal space including but not limited to: Lobby, Conference Rooms, Pilots Lounge, and public restrooms.
• →Develops and maintains customer relationships. Encourages upselling of fuel to all FBO customers.
• →Manages FBO Customer Service work schedules and recommends appropriate staffing levels to the General Manager.
• →Conducts performance reviews of Customer Service personnel on a probationary and annual schedule; exercising praise and disciplinary action when necessary.
• →Services work time recording process.
• →Engages in Sales initiatives.
• →Assists in monthly closing procedures.
• →Interacts with large corporate flight departments and high-profile clients.
• →Performs other duties as assigned.

• →Supervises FBO Customer Service Representatives.

• Associates degree in any field or any equivalent combination of experience and training which provides the required knowledge, skills and abilities.
• Must exhibit the desire to continue training and increase knowledge needed to stay abreast of changing industry regulations, standards and procedures.

• Minimum of five years professional experience in customer service or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.
• Experience in the FBO industry.
• Demonstrated Conflict Resolution experience.
• Knowledge of radio procedures and protocols.

• Certifications and training may be required as needed.

• Must be able to complete and pass a background investigation, drug screening and physical examination as required by Federal, State and GSP Airport District requirements.

• Excellent communication skills, both written and oral.
• Good interpersonal and organizational skills.
• Proficiency in the use of a personal computer, with skills in Microsoft Windows, including Outlook, Word and Excel
• This position requires skills in prioritization, organization, verbal communications and interpersonal relations, operational acumen, and the ability to manage multiple projects simultaneously.

• Valid Driver’s License.

• Position warrants considerable independence and initiative in decision making regarding customer service.

• Mental and/or Visual Demand - Mental and visual demands are high and vary with function performed. Consistent mental attention needed to respond safely and efficiently.
• Attentiveness to work procedure will reduce potential risk of injury in work areas.
• Specific vision abilities include close, distance, color and peripheral vision, and depth perception. Employee is required to have the visual acuity to analyze data and figures, operate a computer terminal.
• Job is performed in an office setting, with early morning and evening work requirements.
• Position will be subject to call-back outside normal duty hours.
• Requires periodic bending, twisting, stooping or turning. Occasional lifting of items weighing at least 20 lbs.
• Must be able to drive to various locations on and off airport premises.