Aviation Customer Service Team Leader

2 weeks ago

Laredo, Texas, United States Signature Flight Support Full time

Job Overview

Signature Flight Support is a premier global provider of aviation services, boasting over 220 locations and a workforce of 6,000 dedicated professionals worldwide. Our team members benefit from a comprehensive range of offerings, including health and wellness options, a generous 401k match, paid time off, tuition assistance, and extensive opportunities for professional growth and development.

The role of the Customer Service Shift Supervisor involves overseeing and guiding the activities of Customer Service Representatives who deliver essential services to general aviation aircraft, clients, passengers, and crew members. This position may also entail performing similar tasks as those assigned to the team.

  • Evaluate the performance of Customer Service Representatives to ensure accuracy, professionalism, and compliance with company policies and procedures.
  • Assist clients with requested services such as fuel, catering, hangar space, hotel arrangements, ground transportation, and more.
  • Transport clients via shuttle van to and from the airport terminal and local accommodations as required.
  • Assist clients with the loading and unloading of luggage.
  • Lead in the arrival and departure of aircraft, including parking and chocking.
  • Process billing for services provided.
  • Establish new accounts; maintain records, reports, and perform other clerical tasks.
  • Ensure the safety and security of passengers, crew, visitors, and vendors entering the terminal and/or the Airport Operations Area (AOA).
  • Recommend corrective actions to resolve client complaints and address service inconsistencies.
  • Adhere to company policies and procedures related to customer service standards, ramp operations, safety, and security protocols.
  • Communicate with clients through various channels including telephone, fax, face-to-face interactions, email, and radio for job-related duties and safety communications.
  • Schedule and delegate tasks to Customer Service Representatives.
  • Maintain and replenish information, materials, and amenities in customer service areas.
  • Act as a liaison with service providers, such as limousine services, catering, taxis, and rental car companies.
  • Serve as a resource for all customer service inquiries.
  • Provide training and support to Customer Service Representatives and other staff members.
Key Responsibilities

The following responsibilities are essential to the role, in addition to those outlined above. Certain tasks may be performed in varying weather and environmental conditions, including precipitation, extreme temperatures, and noise. Duties are performed both indoors and outdoors near stationary and moving aircraft.

  • Regularly stand and walk, use hands for handling and reaching; communicate effectively.
  • Occasionally lift and/or move items weighing up to 40 pounds.
  • Read, write, and fluently communicate in English.
  • Interpret documents such as safety regulations and operational manuals.
  • Operate office equipment including computers, telephones, and radios.
  • Prepare routine reports and correspondence.
  • Effectively present information and respond to inquiries from groups of clients and employees.
  • Apply basic math concepts to calculate figures and amounts.
  • Drive vehicles in congested areas with aircraft and other moving equipment.
  • Address practical problems and manage various concrete variables in situations with limited standardization.
  • Manage and prioritize multiple projects simultaneously.
  • Wear the prescribed uniform and insignia.
  • Report to work consistently and punctually.

We are committed to providing reasonable accommodations for known limitations due to pregnancy, childbirth, related medical conditions, or for qualified applicants with disabilities, unless it imposes an undue hardship on our operations.

Qualifications

To be considered for this position, applicants must meet the following criteria:

  • High School diploma or equivalent (GED).
  • Minimum age of 18 years.
  • Possession of a valid state driver's license.
  • Professional appearance and demeanor.
  • Ability to pass background checks, drug tests, and maintain airport security badge eligibility.
  • Legally authorized to work in the country of employment.
  • Successful completion of training programs.
  • Proficient in computer use and email.
  • Strong verbal and written communication skills in English.
  • Flexibility to work varied schedules and in diverse weather conditions.
  • Basic arithmetic skills.
  • Preferred: Familiarity with radio communication procedures.

Compensation varies based on factors such as skills, education, responsibilities, and geographical market. The pay range for this position is competitive.

We value diversity and encourage qualified applicants to apply without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or other protected characteristics.

About Signature Flight Support

Joining Signature Flight Support offers numerous benefits for you and your family, including:

  • Medical, dental, and vision insurance.
  • Health Savings Account.
  • Flexible Spending Accounts.
  • Life and disability insurance.
  • 401(k) retirement plan.
  • Paid time off and maternity leave.
  • Tuition reimbursement and training opportunities.
  • Employee Assistance Program (EAP) and additional perks.

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