Description

LOCATION: Bend, OR

PURPOSE: Skyservice Business Aviation Inc. Napa is accepting applications for Customer Service Supervisor. We are an established and successful business aviation company seeking a confident, reliable, and friendly Customer Service Supervisor. In this role, you will be responsible for interacting with the most important element of our company – our customers. This position involves working rotational shifts including weekends and holidays depending on scheduling needs.

SUMMARY OF RESPONSIBILITIES:

• • Provide supervision, leadership support and mentoring to Customer Service Representatives.
  • Always lead by example, understand and ensure compliance with all relevant internal and client rules, regulations and procedures and perform all duties accordingly, while giving primary consideration to personal safety for coworkers and customers.
  • Complete scheduling and time management for all CSRs/Concierges, including vacation and overtime requirements while maintaining budgeted allocations.
  • Seek new and innovative ways to attract and retain new customers.
  • Deliver a high level of customer service in accordance with the Skyservice philosophy.
  • Facilitate efficient and customer-focused arrivals and departures of customers.
  • Maintain effective communication and coordination between customers, line service crew, CSRs, and management as required.
  • Greet and assist flight crews with fuel requests, hotel reservations, catering, limo/shuttle arrangements, and other ground support requirements.
  • Work closely with line service crew and pilots ensuring that all customer service needs are met, promoting cohesive communication.
  • Facilitate comfort of passengers/guests and create a harmonious atmosphere.
  • Maintain, monitor, and update the Aircraft Entry Log and advise line service crew accordingly.
  • Ensure point of sale and other transactional data is handled accurately (eg: all billing information is correct, customer credit cards are handled with care, etc.).
  • Answer multiple line telephone and direct calls accordingly.
  • Maintain two-way communication with incoming aircraft by utilizing ground-air radio.
  • Resolve concerns from staff, crew, and/or guests.
  • Escalate as necessary and provide feedback to upper management regarding service issues or customer concerns.
  • Maintain security passes efficiently for guests requiring access to secured areas, and monitor the ramp for security breaches.
  • Help assist customers with directions to our facility, restaurants and hotels.
  • Responsible for the organization and cleanliness of the front desk, main closet, coffee area and lounge.
  • Maintain supplies for the front desk with our non-technical buyer (eg: tissue, wipes, air freshener, etc.). 
  • Participate in base meetings, providing support and feedback to the base team.
  • Manage Hangar Rent for BDN and collect payment.
  • Update Phone list for Redmond/Bend via Excel Document.
  • Update Customer accounts in TotalFBO.
  • Customer requests for invoices from up to a year prior.
  • Track unpaid invoices in TFBO.
  • Fuel Meter Justification to ensure all fuel is accounted for .
  • Manage customer accounts within FlightBridge.
  • Merge accounts - ensure it’s clear and concise for CSR’s to use seamlessly alongside TotalFBO.
  • Organize large accounts with notes and tail numbers associated with each company. 
  • Daily Titan Merchant payment for multiple sites.
  • Price Sheet for front desk binders.
  • Fuel price updating for applicable online websites.
  • Receive and send Airline invoices and World Fuel Invoices from Titan.
  • Update pricing for invoices and close batches.
  • Other duties as assigned by management.
   
  QUALIFICATIONS:
  To be considered for this position an individual must have 5-7 years' experience in a discerning customer service environment.
  Other qualities include but are not limited to: 
  • Effective time management.
  • Experience in project management.
  • Ability to read and comprehend general business documents, professional reports, technical procedures or government regulations.
  • Ability to effectively present information and respond to questions from department managers, co-workers, customers, and the general public.
  • Strong computer skills: advanced knowledge of MS Office and the ability to learn new programs/systems quickly.
  • Detail-oriented and ability to work with time pressures and specific deadlines.
  • Excellent organizational skills and the ability to multi-task.
  • Strong communication and interpersonal skills with the ability to work well with employees at various levels in the organization.
  • High school diploma/GED required.
  • Aviation experience preferred, but not required.
  • Strong communication and conflict resolution skills;
  PHYSICAL DEMANDS:
  The physical demands described here represent those that must be by an employee in order to successfully perform the daily functions of this job. Reasonable accommodations may be made to enable employees with disabilities to perform the daily functions. 
  Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
  This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 
  Skyservice is an equal opportunity employer.

SCHEDULE: Rotational shift that are 8 to 10 hour in length. Must be available to work weekends and statutory holidays as required.
BENEFITS:

• 401(k) plan with employer match;
• Health, dental and vision insurance;
• Life insurance;
• Paid time off.

Skyservice is an equal opportunity employer and welcomes applications from all interested parties. If for any reason you cannot apply through our job board, please contact a member of our Human Resources team for special accommodation.