Overview
We are seeking a dynamic and experienced FBO (Fixed Base Operator) Customer Service Supervisor to lead our customer service team at a busy aviation facility. In this role, you will oversee customer service excellence, manage operational flow, and ensure compliance with aviation safety regulations. Your leadership will drive efficiency, safety, and superior service for all aircraft and client needs. This position offers an exciting opportunity to work in a fast-paced environment where your management skills and aviation knowledge will make a direct impact on our operations.
Responsibilities
- 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 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.
Education Requirements
- 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.
Experience Requirements
- 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.
Knowledge, Skills, and Abilities
- 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.
Licenses Required
Pay: $72,800.00 - $79,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- AD&D insurance
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- On-the-job training
- Opportunities for advancement
- Paid time off
- Paid training
- Vision insurance
Work Location: In person
