FBO Customer Service Supervisor

Salary Level 7

Full-Time

Exempt

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

Position Summary (Primary Function)

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

Responsibilities (Essential Functions)

• 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.

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.

Supervisory Responsibility

• Supervises FBO Customer Service Representatives.

Licenses Required

• Valid Driver’s License.

Certifications Required (Must have or be willing and able to obtain)

• Certifications and training may be required as needed.

Latitude/Independent Judgment/Accuracy

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

Working Conditions

• 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.

Other Requirements

• 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.