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Lead Customer Service Representative
3 months ago
General Purpose of Job: The Customer Service Supervisor is responsible for ensuring a high performing operation by leading, engaging, coaching and developing Avflight team members. This position would also provide customers with professional service and solutions, supporting their teams' efforts in creating a safe, reliable operation.
Duties:
- Welcoming and providing superior customer service to crew members and passengers visiting the facility
- Coach and mentor team members in skill development, customer service elevation and company culture behaviors
- Promote an environment of mutual respect and trust between team members
- Set customer satisfaction goals and work with the team to meet them on a consistent basis
- Provides the direction and appropriate support structure using effective resources to enable the team to deliver high performance
- Assist customers with requested services such as fuel, hangar space, catering, hotel accommodations, ground transportation, etc.
- Communicate aircraft arrivals to line service and complete pre-arrival information from customers
- Process sales transactions, close out and balance daily inventory, fuel tickets and meter sheets
- Interact with customers on a daily basis, responding to their questions and resolving any escalated concerns
- Ability to work a flexible schedule and work overtime as required Perform other duties as assigned
Qualifications:
- High school diploma or GED
- Some college and/or hotel/hospitality experience preferred
- 2-4 years of experience in a lead or supervisory role
- Must be comfortable learning how to answer multi-line phone system, email, filing, faxing and computer skills including Microsoft products
- Previous retail and/or customer service experience preferred
- Must be able to lift 20lbs and carry up to 10lbs.
- Frequent sitting, standing, bending, reaching.
- Competency/Behavioral Requirements:
- Must be available for holidays and weekends if needed
- experience in aviation is a plus
- Must be a self-starter, be reliable, responsible, and dependable, and fulfill obligations
- Must have the ability to multitask; excellent communication and organizational skills.
- Be pleasant with others on the job and display a good-natured, cooperative attitude
Work Environment: Airport environment: Indoors and Outdoors. Extreme outdoor conditions where extreme temperature ranges may be encountered.
EEO/AA
