Customer Service Supervisor

LV Aero, LLC; Napa, Northern (CA, KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

401(k) plan with employer match

Health, dental and vision insurance

Life insurance

Paid time off

Job summary

Skyservice is seeking a hands-on supervisor to lead the Customer Service Representatives and Concierge team at our Napa facility. You will ensure exceptional service, coordinate ground support, and maintain strong communication across crews, customers, and management.

Ideal candidates have 5–7 years in discerning customer service, strong scheduling and project management skills, and a commitment to safety and regulatory compliance. Aviation experience is preferred but not required.

Qualifications

• 5–7 years’ experience in a discerning customer service environment.
• Strong time management and scheduling skills.
• 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 managers, co-workers, customers, and the general public.
• Detail-oriented and able to work with time pressures and deadlines.
• Aviation experience preferred, but not required.
• Strong communication and interpersonal skills.

Responsibilities

• Supervise and mentor Customer Service Representatives.
• Lead by example, ensure compliance with internal and client rules and procedures while prioritizing safety.
• Schedule and manage time for CSRs/Concierges including vacations and overtime within budget.
• Seek new ways to attract and retain customers.
• Deliver high level of customer service per Skyservice philosophy.
• Coordinate arrivals and departures of customers and ground support requirements.
• Maintain effective communication between customers, line service crew, CSRs, and management.
• Greet and assist flight crews with fuel, hotel, catering, and limo/shuttle arrangements.
• Maintain front desk organization and cleanliness and ensure data accuracy for billing.

Skills

Customer service leadership

Time management

Project management

Reading and comprehension

Communication

Detail oriented

Multi-tasking

Conflict resolution

Education

High school diploma / GED

Tools

MS Office

Job description

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.
• Other duties as assigned by management.

QUALIFICATIONS AND SKILLS REQUIRED:

• 5-7 years' experience in a discerning customer service environment;
• 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.

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.