Job Description

Job Summary:

The Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Supervisory Responsibilities:

• Hires entry-level customer service employees.
• Trains new employees in customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.

Duties/Responsibilities:

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
• Liases directly with customers to ensure customer satisfaction with aircraft grooming services.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the aircraft grooming teams performance.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the management.
• Assists with budget preparation for the Customer Service department.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Proficient in Microsoft Office Suite or related software.