Customer Service Supervisor

3 days ago

Albany, New York, United States Piedmont Airlines Full time

We are seeking a motivated and reliable leader to join our team as a Customer Service Supervisor at Piedmont Airlines. As a key member of our operational team, you will play a crucial role in managing the activities of the department in accordance with established policies and procedures. This position is ideal for an individual with excellent organizational skills, the ability to multitask, and the ability to work well with all levels of management and support staff.

Key Responsibilities:
  • Coach and provide career development to the team members, ensuring they have the necessary skills and knowledge to excel in their roles.
  • Correct non-compliant behavior and impose disciplinary action as required, upholding the company's standards and expectations.
  • Understand and implement the corporate culture, policies, and goals into daily work routines, fostering a productive and efficient work environment.
  • Manage the operational activities of the department, ensuring seamless execution and exceptional customer service.
  • Supervise, direct, and monitor personnel in the completion of their duties, adjusting as necessary to ensure on-time performance and quality customer service.
  • Provide support when employee absence affects the operation, ensuring minimal disruption to our services.
Requirements and Qualifications:
  • Excellent organizational skills and ability to multitask, prioritizing tasks and managing multiple projects simultaneously.
  • Ability to work independently, set and meet own deadlines, and maintain a high level of productivity.
  • Ability to work well with all levels of management and support staff, fostering strong relationships and effective communication.
  • Able to defuse conflicts among team members, promoting a positive and respectful work environment.
  • Familiarity with Microsoft Office Suite, including proficiency in Excel, Word, and PowerPoint.
  • Prior experience with internal controls processes for accountable items, ensuring accurate tracking and reporting.
Preferred Qualifications:
  • Previous airline management experience, preferably in a customer-facing role.
  • Current Piedmont employee with a minimum six months of service, demonstrating a strong commitment to the company.
  • Knowledge of basic airport procedures and fundamental job requirements for gate and ramp agents, ensuring a seamless transition to this role.
  • Extensive knowledge of QIK, enabling efficient processing and management of operations.
  • Bachelor's Degree in Aviation, Business, or related field, providing a strong foundation in management principles and practices.
Work Environment:
  • Use of computers and other office equipment, ensuring efficient and effective communication and data management.
  • Airport ramp environment, subject to varied weather conditions and elevated noise levels, requiring adaptability and resilience.
  • All shifts including weekends, nights, holidays, and/or irregular shifts, necessitating flexibility and a willingness to work varied schedules.
Physical Requirements:
  • Frequent stooping, bending, kneeling, walking, standing, reaching, lifting, climbing up and down stairs, requiring physical stamina and agility.
  • Handle objects up to 70 pounds regularly, up to 100+ pounds occasionally, with assistance from co-workers or tools, ensuring safe and efficient handling of equipment and materials.
  • Assist passengers with disabilities, including, but not limited to, pushing wheelchairs, demonstrating empathy and a commitment to accessibility.

The salary for this position is estimated to be around $45,760 per annum, based on a 40-hour workweek and a $18.00 hourly wage. This estimate is subject to change based on various factors, including location and experience.

Piedmont Airlines offers a comprehensive benefit package, including paid training, holiday pay, 401(k), vacation, and family travel on the American Airlines network. Medical and dental benefits are also available. We are an equal opportunities employer, committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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