Client Services Supervisor

Job Summary
The Client Services Supervisor is responsible for overseeing a team of Client Services Specialists and ensuring exceptional customer service is delivered to Company clients. This role is focused on leading a high-performing team, coordinating with internal and external teams, and ensuring seamless flight coordination and customer satisfaction across all areas of client interaction. The Client Services Supervisor is expected to provide leadership, develop the skills of the team, and manage complex client issues while maintaining the highest level of client service. This position requires a proactive approach to operations, a keen understanding of client needs, and the ability to act as a liaison between clients and multiple departments to deliver world-class experiences.

The Client Services Supervisor will play a pivotal role in ensuring the continued success of the Client Services team while promoting a positive, high-performance culture that focuses on exceptional client experiences. If you are an energetic, customer-focused leader with a passion for service excellence, this is the role for you.

Responsibilities

• * Team Leadership & Supervision: Lead and manage a team of Client Services Specialists, providing daily guidance, coaching, and support. Monitor performance and productivity, ensuring all team members meet or exceed key performance indicators (KPIs) for customer service excellence.
• Operational Coordination: Oversee the coordination and communication of all flight management details, including itinerary changes, catering requests, ground transportation, flight following, and customer-specific requests. Ensure that the team handles these tasks effectively and efficiently.
• Client Engagement: Serve as the point of escalation for complex client issues, ensuring prompt resolution and maintaining high levels of customer satisfaction. Lead efforts to retain clients through personalized interactions and ensuring their needs are met consistently.
• Cross-Functional Collaboration: Work closely with Sales, Revenue Management, Accounting, Operations, and other internal teams to ensure smooth flight operations, accurate itineraries, and superior client experiences.
• Process Improvement: Identify and implement process improvements to enhance service delivery, streamline workflows, and optimize team performance. Encourage a culture of continuous improvement within the team.
• Client Feedback & Reporting: Collect and analyze client feedback, providing insights and recommendations to internal teams to drive service improvements. Maintain oversight of service reliability and disruptions, ensuring accurate reporting and timely communication.
• Training & Development: Train and mentor team members to build product knowledge, improve customer service skills, and support their professional growth. Develop training materials and conduct ongoing education on new tools, features, and best practices.
• Client Retention & Loyalty: Ensure the team builds and maintains strong relationships with clients, their executive assistants, and key stakeholders, enhancing client loyalty and retention through proactive service and personalized attention.
• System Proficiency: Oversee team usage of ZenDesk, Salesforce, and Company APP to manage client interactions, track flights, and report issues. Ensure that team members are proficient in these tools and support them with troubleshooting when necessary.
• Escalation Management: Manage client escalations, ensuring appropriate resolution and customer compensation when needed. Provide sound judgment and solutions to resolve any disruptions or concerns.
• Performance Metrics & Reporting: Track and report on team performance, service levels, and customer satisfaction metrics. Make recommendations for continuous improvements based on these insights.
• On-Call Support: Provide support during critical operational hours, including weekends, holidays, and evenings, ensuring 24/7 service delivery. Lead the team in effectively handling flight disruptions and ensuring prompt and accurate client communication.

Skills

• Strong communication skills in English; multilingual abilities are a plus.
• Proven experience in customer service management or supervisory roles.
• Excellent negotiation skills to resolve conflicts effectively.
• Proficient in project management principles to oversee various initiatives.
• Ability to analyze data and metrics to drive decision-making processes.
• Leadership qualities that inspire and motivate team members.
• Experience in supervising staff, with a focus on developing talent within the team.

If you are passionate about delivering exceptional customer service and have the skills necessary to lead a dynamic team, we invite you to apply for this exciting opportunity.

Job Type: Full-time

Pay: $42.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Weekends as needed

Ability to Commute:

• West Palm Beach, FL 33401 (Required)

Ability to Relocate:

• West Palm Beach, FL 33401: Relocate before starting work (Preferred)

Work Location: Hybrid remote in West Palm Beach, FL 33401

Salary : $42