Customer Service Supervisor, San Juan

San Juan Customer Service SupervisorTradewind 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.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: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 agenciesBe an expert in customer serviceEfficiently coordinate and monitor all aspects of the operationEnsure important information is being communicated appropriately between shiftsLiaison between company departments, vendors, and regulatory agenciesDevelop and provide training and coaching to station personnel and vendorsApprove time off requests while maintaining appropriate staffing levelsAssist with recruitment and termination of employeesResponsible for always tracking and improving the quality of services provided by the San Juan StationMeasure and analyze employee performance and ensure all company procedures, protocols, and standards are followed by the employeesBe strategic in thought processes and decision-makingDevelop and maintain documentation regarding employee conduct, client issues, feedback, and disciplinary actionsTake lead on service disruptions and direct appropriate follow-upObserve safe ground handling procedures and maintenance of ground service equipment, including the performance of equipment checksEnsure compliance of all safety procedures and airline policiesEnsure GOM procedures are always followedOther duties as assigned by San Juan Station Manager or Caribbean General ManagerQualificationsBS degree in a field related to business and/or management2 + years' work experience in a supervisory and leadership capacity, with general job knowledgeAble to proficiently read, write, speak, and understand English and SpanishAble to work rotating shifts, schedules and able to work during nights, weekends and holidaysAble to successfully complete a background investigation, including FBI fingerprints and criminal historyMust be authorized to work in the U.S. or its territories without the need for future sponsorshipMust have a valid In-State Driver's LicenseMust be able to work under pressure and time constraints necessary to dispatch flights on time.Must project a professional imageProficient with Microsoft Word, Power Point and ExcelSelf-motivated and a team playerPhysical RequirementsAbility to lift / push or pull, greater than or equal to 65 lbs.Exposure to outdoor elements including heat, cold, rain, wind, and sun during ramp and operational duties.Ability to communicate effectively on the phone and in meetings (in person or virtual)Ability to use to operate a computer keyboard, mouse, and standard office equipmentPotential exposure to environmental factors such as: Aircraft fumes and exhaustTradewind Aviation offers a competitive pay and benefits program for full-time team members:Comprehensive health and voluntary insurance plansRetirement plan with company matchPaid time offStandby travel on select Tradewind Aviation scheduled flightsDiscounted standby travel benefits on numerous major and regional US and international airlinesA rewarding career path with opportunities for growth and advancement throughout the organizationPart-time and Seasonal team members are eligible for specific benefits based on location and hours worked.