Supervisor, Client Experience

Purpose of Position

The primary focus of the Supervisor, Client Experience is to oversee departmental activities and personnel to ensure alignment with the overall operations strategy of client services and scheduling which lead to a continuous and positive client experience.

Tasks and Responsibilities

• Work cooperatively throughout all levels of FlightSafety’s cross functional business units to successfullysupport FlightSafety’s Vision to be the world’s premier aviation training company; known for its outstandingcustomer service, superior quality training and products, operational excellence and talented Teammates.
• Ensure accuracy and integrity of department processes.
• Manage all customer retention activities for department.
• Interview and evaluate prospective candidates for employment.
• Track, evaluate and report teammate performance and goals.
• Provides day to day supervision of team to include: coaching on performance, coordinating activities andwork schedules, checking on quality and work progress.
• Responsible for approving employee timecards each week
• Resolves problems, identifies the most appropriate solution and may establish new techniques to ensurethe team meets its objectives and improve the efficiency of the team.
• Responsible for mentoring, training and development of Customer Support teammates or the coordinationof those activities.
• May be asked to assume responsibility of Manager, Client Experience duties in their absence.

Minimum Education

• Bachelor’s degree in Business or Aviation Management required or three (3) years related experience and or training; or equivalent combination of education and experience; equivalency years or experience substitution must be in related field.

Minimum Experience

• Three (3) or more years of leadership experience in a work environment of an upper level management support position involving confidentiality, organizational skills and time constraint pressures, required.

Knowledge, Skills, Abilities

• Excellent customer service skills.
• Excellent verbal and written communication skills
• Excellent customer service and interpersonal skills
• Demonstrated ability to establish metrics and provide data-driven solutions in a service center structure across a matrixed operating environment
• Proven ability to collaborate across a broad spectrum of key stakeholders and various levels of management in a professional manner
• Ability to adapt to changes rapidly and perform in a fast-paced work environment while managing multiple deadlines, inquiries, and projects simultaneously
• Strong attention to detail, problem-solving, critical thinking, and analytical skills
• Solutions-oriented problem solver with a focus on continuous improvement
• Proven ability to identify, evaluate, and solve problems by applying policies and procedures to a variety of issues
• Ability to influence without formal authority
• Demonstrated ability to maintain a high level of confidentiality and professionalism
• Complies with all company policies and procedures
• Fluency in English
• Advanced proficiency in Microsoft Office suite or related software, in particular Excel, Word, PowerPoint and Outlook
• Other software programs may be required.

Physical Demands and Work Environment

The physical demands and work environment described here are representative of those that must be met and/or encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and communicate. The employee may be required to stand; walk; sit. Specific vision abilities required by this job include the ability to view monitors, technical documents, and reference material. The noise level in the work environment is usually low to moderate.