The customer service supervisor oversees the customer service/FBO concierge (CSR) team who is required to
provide best-in-class customer experience with efficient and accurate processing of services.

ESSENTIAL RESPONSIBILITIES AND DUTIES
• Oversee shift operations and initial and ongoing training of CSR team.
• Skills assessment of customer service team and make recommendations regarding staff development.
• Make recommendations to FBO manager and deliver performance reviews and written disciplinary
actions.
• Serves as point of contact for CSRs and elevated customer concerns.
• Ability to work without supervision and make appropriate decisions.
• Assist CSR team in meeting daily needs and completing special assignments as necessary.
Daily duties of CSR include, but are not limited to, dispatch and check-in rental aircraft, invoice
multiple customer bases using multiple sale processes, properly record transactions into the
system of record, assist customers with concierge needs (auto rental, hotels, transportation),
maintain/balance cash drawer, maintain line kitchen condition and supplies, maintain coffee (and
other beverage) and relative supplies in the line kitchen and lobby.
• Manage office supplies and equipment (inventory and ordering).
• Maintain a clean, organized and pleasing reception area, work stations, public restrooms, pilot’s lounge
and flight planning area.
• Supervise and distribute tasks/duties of CSRs including assisting other departments with on an as needed
basis.
• Work closely with management ensuring flow of communication.
• Bring unsafe or unhealthy, or adverse environmental conditions to management for resolution using
the Safety Management Systems Manual hazard reporting program.
The above Position Description covers the principal functions of the job. It is not intended to be a complete
listing of miscellaneous, incidental, or substantially similar duties which may be assigned during normal or
emergency operations.

EDUCATION AND EXPERIENCE REQUIRED:
• Minimum 3 years working experience in aviation
• Minimum 2 years working experience as a supervisor/lead
• Customer service background preferred
• Ability to work unrestricted in the United States as a citizen/permanent resident
• Valid Class D Wisconsin Driver License (out of state license must be converted timely)
• Ability to obtain a SIDA (Secure Identification Display Area) badge through TSA
• Absent of history of violations of Federal Aviation Administration regulations

REQUIRED SKILLS AND ABILITIES:
• Strong employee relations experience
• Excellent interpersonal communications with internal and external customers
• Effective written, oral and meeting communication skills
• Time and Project Management
• Collaboration

WISCONSIN AVIATION REQUIREMENTS:
• Perform quality work within deadlines with or without direct supervision
• Interact professionally with other employees, customers and suppliers
• Work effectively as a team contributor on all assignments

PHYSICAL REQUIREMENTS
• The ability to stand for long periods of time and move briskly in a constant changing environment
• The ability to see and respond to security situations
• Ability to adapt to inside and outside work environment as the position demands.
• Be able to rotate a.m. and p.m. schedule from time to time and work some weekends and holidays.
• Occasionally lifts, carries or otherwise moves and positions objects weighing up to 25 pounds. Typically
bends, stoops, and crouches occasionally. Constantly moves about to coordinate work.

EMPLOYEE ACKNOWLEDGEMENT
Nothing contained herein is intended or shall be construed to create or constitute a contract of
employment between any employee and Wisconsin Aviation (the Company). The Company retains and
reserves any and all right to change, modify, amend, add to, or delete from any section of this document
as minimum qualifications deems into judgment to be proper. I have read the job description and
understand what is expected of me as an employee of Wisconsin Aviation, Inc., and the position for
which I have been hired.