Customer Service Shift Supervisor

7 days ago

Glen Burnie, United States Signature Aviation Full time
JOB DESCRIPTION

Signature Aviation is a Leads and directs activities of Customer Service Representatives engaged in providing requested services to general aviation aircraft, customers, passengers and crew.  May perform the same or similar functions as those assigned to the workgroup.

  • Monitors performance of Customer Service Representatives to ensure technical accuracy, demeanor and adherence to Company policies and procedures.
  • Assist customers with requested services such as fuel, catering, hangar space, hotel accommodations, ground transportation, etc.
  • May transport customers by shuttle van to and from airport terminal and local hotels as needed.
  • May assist customers with loading and unloading baggage.
  • May lead in, park and chock arriving aircraft and marshal out departing aircraft.
  • Bill customers for services rendered.
  • Set up new accounts; maintain records and reports and other clerical duties.
  • Ensure security of passengers, crew, visitors and vendors entering the terminal and/or the AOA.
  • Recommends corrective action to adjust customer complaints and address service irregularities.
  • Comply with Company policies and procedures related to customer service standards, ramp, safety and security procedures.
  • Communicate with customers via telephone, fax, face to face, e-mail, ConciAir System, Unicom/air to ground radio and in writing for purposes of performing certain job duties and safety.
  • Schedule and assign duties to Customer Service Representatives.
  • Maintain and stock information, materials and amenities in the customer service areas.
  • Act as liaison with vendors, i.e., limo service, catering, taxis, rental cars, etc.
  • Serve as a resource on all customer service matters.
  • Provide training and assistance to Customer Service Representatives and other personnel.

 

RESPONSIBILITIES

The following are essential to the job, in addition to those listed above and on the chart in this description. Certain functions may be performed in varying weather and environmental conditions, such as precipitation, extreme temperatures, jet engine fumes, dust, and noise. The tasks are performed inside and outside near stationary and moving aircraft (including spinning propellers and engines).

  • Regularly stand and walk, use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
  • Occasionally may lift and/or move up to 40 pounds.
  • Read, write and fluently speak and understand the English language.
  • Read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
  • Operate office equipment including personal computer, telephone, copy machine, adding machine, Unicom/air to ground radio.
  • Write routine reports and correspondence.
  • Ability to speak effectively before groups of customers or employees.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
  • Apply concepts of basic math to calculate figures and amounts such as discounts, percentages, area and volume.
  • Drive vehicles in areas congested with aircraft, moving and stationary vehicles and equipment requiring the ability to identify and distinguish colors, judge distances and spatial relationships.
  • Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Handle and prioritize multiple projects concurrently.
  • Wear uniform and insignia as prescribed by the Company.
  • Report to work in a regular and timely basis.

Unless the accommodation would impose an undue hardship on the operation of our business, we will endeavor to make a reasonable accommodation to the known limitations of a Team Member due to pregnancy, childbirth, and related medical conditions or of a qualified applicant with a disability. If reasonable accommodation is needed to perform essential job functions and/or to receive other benefits and privileges of employment, please contact (insert).

QUALIFICATIONS

To qualify for this position, applicants and those in the role must have:

  • High School diploma or general education degree (GED)
  • Minimum of 18 years of age
  • A valid state driver’s license
  • A professional appearance
  • Ability to pass background checks (criminal and motor vehicle), drug tests, receive and maintain issuance of an airport security badge, and be insurable by the company’s applicable insurance policies
  • Must be legally authorized to work in the country of employment
  • Ability to successfully and timely complete Signature’s training programs Ability to use a computer and email, including passing computer-based training modules
  • Strong verbal and written English communication skills
  • Ability to work flexible schedules and in various weather conditions
  • Ability to perform simple arithmetic (addition, subtraction, multiplication, division, percentages, fractions, angles, degrees, time)
  • Preferred: knowledge of radio procedures and protocols

Pay ranges vary based on multiple factors, including, without limitation, skill sets, education, shift worked, responsibilities, seniority, geographical market, merit, output, productivity, prior training or experience, and travel.  The pay range for this position is $20.74 to $ 26.00 / hour.

Qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or other protected characteristics.

ABOUT US

Signature Aviation is the world's largest Fixed Base Operators (FBO) network, with over 200 locations and 5,000 employees globally. This worldwide FBO network is home to essential business and private aviation support services, including refueling, hangarage, maintenance, repair and overhaul, and other world-class amenities with exceptional customer service.  We are renowned for delivering an exceptional guest experience and seek like-minded team members to ensure that every interaction reflects our commitment to excellence and hospitality.


From your health to your financial wellness, there are several benefits for you and your family when joining Signature Aviation.

     Our Benefits:

  • Medical/prescription drug, dental, and vision Insurance
  • Health Savings Account
  • Flexible Spending Accounts
  • Life Insurance
  • Disability Insurance
  • 401(k)
  • Critical Illness, Hospital Indemnity and Accident Insurance
  • Identity Theft and Legal Services
  • Paid time off
  • Paid Maternity Leave
  • Tuition reimbursement 
  • Training and Development
  • Employee Assistance Program (EAP) & Perks

Qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or other protected characteristics.

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