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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.
A Line Service Tech is responsible for providing ground support to aircraft, including fueling, towing, and marshaling. They also perform routine maintenance on ground support equipment and facilities, such as fuel trucks and hangars. Additionally, Line Service Techs may assist with customer service duties, such as greeting and assisting passengers and pilots, and ensuring a safe and efficient operation on the ground. This role requires strong attention to detail, the ability to work in a fast-paced environment, and a commitment to safety and customer service.
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