Customer Service Supervisor supervises a staff of customer service representatives that respond to requests from customers by phone, e-mail, or chat. Manages the daily workload to ensure required service volume and quality levels are attained. Being a Customer Service Supervisor trains and coaches staff in standard policies, procedures, and best practices. Identifies opportunities for operational improvements and implements solutions. Additionally, Customer Service Supervisor monitors and evaluate staff performance. Responds to escalated issues to facilitate solutions. May provide direct customer support for complicated or critical issues. Typically requires a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Customer Service Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Customer Service Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Essential Functions / Key Responsibilities
1. Supervises and coordinates daily activities of employees to ensure safe and effective operations.
2. Monitors and enforces safe working habits in accordance with OSHA/TSA/DOT/USPS regulations, Unifi policies and safety procedures, and all applicable laws.
3. Responsible for shift schedule to include: workstation assignments, employee training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations.
4. Enforces company policies and procedures, including disciplinary action, and promotes Unifi policies on Equal Employment Opportunity, professional conducts, and diversity initiatives and investigates and responds to employee relations issues in a timely manner.
5. Communicates with manager concerning any problems or issues.
6. Schedules and conducts shift meetings.
7. Assists in the administration of payroll; complete shift paperwork and performs other administrative functions.
8. Performs job duties of assigned shift (i.e., Assist passengers through arrival and check-in processes; including support for passengers with special needs such as unaccompanied minors, VIP and wheelchair assistance, handle ticketing, boarding, baggage reservations, and resolving complaints and problems, direct passengers. etc.)
9. Performs other related duties as assigned with the appropriate skill and experience capabilities expected for this position.
Basic Qualifications
pre-requisites:
1. Must be a local (in-state) resident.
2. Valid in-state drivers license
3. Ability to pass pre-employment drug test
4. Ability to pass up to a 10 year background check.
5. Must be at least 18 years of age.
6. Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
7. Must complete SIDA training to obtain airport identification security.
Experience:
2 years of relevant experience. Must be open minded and ready to work as part of a detail-oriented team.
Knowledge, Skills & Abilities:
1. Excellent customer service skills.
2. Strong work Ethic.
3. Ability to work in a team oriented environment.
4. Ability to type and or use a computer keyboard with sufficient speed to meet the requirements of the role.
5. Able to understand documents, learn and follow ticketing procedures, and other rules and regulations.
Preferred Qualifications
Education:
High School diploma or GED
Experience:
4 years of relevant experience.
Relevant supervisory experience.
Knowledge, Skills & Abilities:
1. Able to communicate information and instructions verbally and/or via radio equipment.
2. Able to communicate effectively in a professional manner.
3. Strong leadership qualities and ability to create a passionate and efficient workforce.
4. Able to effectively resolve employee conflicts.
5. Ability to apply creative solutions that have a positive impact on results.
Working Schedule:
You will need to have flexibility to work a variety of shifts, including nights, weekends, holidays and overtime. We operate in a shift bid environment.
Work Environment:
Must be able to be alert to moving vehicles or aircraft and use radio equipment.
Enjoy the outdoors on a daily basis (sun, rain, sleet or snow) May be exposed to a wide variety of weather conditions, jet and machinery noises, fumes, dirt and dust for extended periods.
Physical Demands/Requirements:
1. Must be able to lift/carry/push/pull and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces
2. Must be able to walk. climb, bend, kneel, crawl, and stoop on a frequent basis and for extended periods.
3. Must be able to work in cramped or high places.
4. Must be able to carry heavy items up and down jet way stars.
Supervisory Responsibilities
Supervise team of Customer Agents and Leads.
Legal
Unifi is an Equal Opportunity Employer.