Customer Service Supervisor

inMy Jet; Redmond (OR); On-site; USD 52,000 - 72,000; 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 an experienced Customer Service Supervisor to lead CSRs and Concierges at our Redmond, OR location. You will oversee scheduling, training, and performance, ensuring top-tier service for flight crews and guests as part of our Skyservice operations.

The role requires 5–7 years in a discerning customer service setting, strong communication, and solid knowledge of MS Office. Aviation experience is preferred but not required; join a team committed to safety and exceptional guest

Qualifications

• 5+ years of experience in a discerning customer service environment.
• Strong time management and prioritization abilities.
• Experience in project management and coordinating multiple tasks.
• Excellent written and verbal communication; ability to present information clearly.
• Proficient in MS Office; willingness to learn new systems quickly.
• Strong interpersonal skills and conflict resolution capabilities.
• Detail-oriented with ability to work under time pressure and meet deadlines.
• Ability to supervise and mentor CSRs/Concierges and collaborate with teams.
• High school diploma or GED required; aviation experience preferred but not mandatory.

Responsibilities

• Provide supervision, leadership support and mentoring to Customer Service Representatives.
• Lead by example and ensure compliance with internal and client rules and procedures.
• Schedule and manage time for CSRs/Concierges, including vacations and overtime within budget.
• Develop ways to attract and retain customers.
• Deliver high-level customer service aligned with Skyservice standards.
• Coordinate arrivals and departures of customers to ensure smooth operations.
• Assist flight crews with fuel, hotel, catering, limo/shuttle, and other ground services.
• Maintain clear communication between customers, line service crew, CSRs and management.
• Greet passengers, maintain a harmonious atmosphere, and assist with directions to facilities.
• Maintain Aircraft Entry Log, ensure accurate billing and secure handling of payments.
• Handle multi-line calls and maintain two-way radio communication with incoming flights.
• Resolve staff, crew, and guest concerns; escalate when needed.
• Maintain security passes and monitor ramp for security issues.
• Support base meetings and assist base team as required.

Skills

Customer service

Time management

Project management

MS Office

Communication skills

Interpersonal skills

Detail-oriented

Multi-tasking

Problem solving

Team leadership

Education

High school diploma or GED

Aviation knowledge beneficial

Tools

CRM software

Job description

Job descriptionSUMMARY 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:Our perks and benefits include but are not limited to:• 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.