San Juan Customer Service Supervisor

Tradewind Aviation is a leading Part 135 commuter and   on-demand private charter operator with operational bases at the  Waterbury/Oxford, CT (OXC), Westchester, NY (HPN), Stuart, FL (SUA) and San   Juan, PR (SJU) airports.  Founded by aviation enthusiasts in 2001 on the   premise that all flights deserve the highest quality aircraft, crew, and   service, Tradewind provides personal air travel—both private and scheduled   service—throughout North America and the Caribbean.

For more details visit www.flytradewind.com

About the Candidate / Role

Tradewind Aviation is looking for a full-time San Juan Customer Service Supervisor to be based at our Caribbean base in San Juan, PR. This includes providing strong, positive leadership, guidance, and continuous training to the team in line with our company goals. They will promote and maintain a healthy work culture that produces excellent employee morale, and attracts the highest level of talent, while encouraging continuous growth. The Supervisor will consistently strive for top tier customer service at every client interaction. Specifically, the San Juan Station Supervisor is responsible to:

Responsibilities

• Assist the San Juan Station Manager in overseeing and managing the Tradewind San Juan Station employees and services. 
• Ensure the day-to-day operation runs effectively in accordance with the established policies and procedures of the company and respective regulatory agencies
• Be an expert on customer service 
• Efficiently coordinate and monitor all aspects of the operation
• Ensure important information is being communicated appropriately between shifts
• Liaison between company departments, vendors, and regulatory agencies 
• Develop and provide training and coaching to station personnel and vendors
• Approve time off requests while maintaining appropriate staffing levels
• Assist with recruitment and termination of employees
• Responsible for always tracking and improving the quality of services provided by the San Juan Station
• Measure and analyze employee performance and ensure all company procedures, protocols, and standards are followed by the employees 
• Be strategic in thought processes and decision-making 
• Develop and maintain documentation regarding employee conduct, client issues, feedback, and disciplinary actions                                                                           
• Take lead on service disruptions and direct appropriate follow up
• Observe safe ground handling procedures and maintenance of ground service equipment, including the performance of equipment checks
• Ensure compliance of all safety procedures and airline policies 
• Ensure GOM procedures are always followed
• Other duties as assigned by San Juan Station Manager or Caribbean General Manager

• BS degree in a field related to business and/or management preferred 
• 2 + years’ work experience in a supervisory and leadership capacity, with general job knowledge preferred 
• Able to proficiently read, write, speak, and understand English and Spanish  
• Able to lift 60 lbs.
• Able to work routable shifts, schedules and able to work during nights, weekends and holidays
• Able to successfully complete a background investigation, including FBI fingerprints and criminal history
• Be a US citizen or with legal permission to reside and work in the US or its territories
• Must have a valid In-State Driver’s License
• Must be able to work under pressure and time constraints necessary to dispatch flights on time. 
• Must project a professional image 
• Able to proficiently use a computer 
• Proficient with Microsoft Word, Power Point and Excel
• Self-motivated and a team player

 Physical Requirements 

• Strength to lift 15lbs
• Ability to sit at a desk and use a computer for extended periods
• Ability to hear and speak clearly on the phone and in meetings (in person or virtual)
• Ability to use hands and fingers to operate a computer keyboard, mouse, and standard office equipment.

Working conditions

• Prolonged periods of sitting at a desk, use of computers and office equipment
• Indoor Office setting with standard lighting and temperature

Benefits

• Competitive salary
• Medical dental, vision, retirement and 401(k) plan
• Paid vacation and sick days
• Paid Parental Leave
• Fun, dynamic team with opportunities for rapid advancement
• Travel benefits on various US and International airlines