Customer Service Supervisor

Castle & Cooke Aviation Services is a high quality Fixed Base Operation (FBO) located at the Van Nuys Airport. We are currently seeking an individual with excellent Customer Service and leadership skills to join our team as a Customer Service Supervisor.

Consider applying if you have:

• Minimum 5 years of experience in aviation or hospitality industry, preferably in an FBO Customer Service role.
• Enthusiasm and excellent Customer Service etiquette
• Excellent verbal and written communication skills
• Ability to lead and positively encourage and develop staff
• Strong professional demeanor in person and on the phone
• Working knowledge of standard business software including Microsoft Office

Essential duties include:

• Provide training and guidance to Customer Service Representatives
• Process Customer Service requests received via website, phone and/or in person
• Address escalated customer complaints, concerns, suggestions in a professional and timely manner
• Work with Customer Service Manager, General Manager, Line Service Department and Marketing Department to communicate customer requests and issues
• Keep Customer Service Manager up to date on all customer requests and issues and other front desk activities in a prompt manner.
• Represent the company overall to the highest Customer Service standards with the objective of making every customer contact special
• Monitor X1 FBO and all upcoming reservations to verify and quality-check customer reservations and information to ensure quality and consistency of service.
• Respond to vendor, customer, and employee questions/concerns in an efficient and effective manner.
• Establish and maintain relationships with our service partners (hotels, rental car agencies, limo companies, caterers, etc.)
• Assist in the development and maintenance of Customer Service Manual
• Operate multi-line phone console/take messages/route incoming calls
• Maintain knowledge of Castle & Cooke Aviation facilities, website, services, line service, etc. to ensure exceptional Customer Service
• Receive requests via telephone or radio for upcoming aircraft arrivals/departures and fueling, input into system and coordinate with appropriate staff
• Process fuel tickets using X1 FBO computer system.
• Provide front desk coverage as needed to accommodate lunch coverage, call ins, vacations, schedule changes, etc.
• Serve as point of contact for CSR staff in the event the Customer Service Manager is unavailable.

Job Type: Full-time

Pay: $27.00 - $30.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Holidays

Ability to Relocate:

• Van Nuys, CA 91406: Relocate before starting work (Required)

Work Location: In person