Scheduled 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 

As a Scheduled Service Supervisor, you will be at the forefront of our commitment to exceptional service. Your primary responsibilities will include leading and motivating a team of client services representatives to deliver outstanding service experiences. You will play a crucial role in overseeing daily operations, ensuring guest satisfaction, and driving the achievement of performance targets. Collaboration with cross-functional teams, process improvements, and maintaining strong client relationships will be key aspects of your role. This role is based in our Oxford, CT office.

RESPONSIBILITIES

• Be an expert on customer service best practices and ensure their consistent application.
• Ensure the effective completion of all client services processes.
• Facilitate appropriate communication of important information between shifts.
• Coordinate with sales, dispatch, and accounting teams regarding client logistics.
• Take the lead on service disruptions and direct follow-up actions.
• Monitor trends based on client issues and make recommendations for service improvements.
• Work continuously on process improvements to streamline workflow and document procedures.
• Appraise and address performance, reward team members, and address complaints to resolve problems.
• Assist with the recruitment and termination of employees.
• Provide on-the-job training to all client services personnel.
• Develop and coach team members to meet and exceed expectations.
• Evaluate business needs and conduct scheduling activities to ensure service standards are met.
• Validate payroll and manage time off requests, ensuring proper staffing during vacation and sick days.
• Share on-call supervisor responsibilities.
• Perform other duties as assigned by the Director of Customer Service.
• Additional duties as assigned

SERVICE QUALIFICATIONS

• Proven track record in a client-facing role.
• Strong communication, problem-solving, and decision-making abilities.
• Ability to remain calm under pressure and handle challenging situations with diplomacy and tact.
• Passion for delivering exceptional customer experiences.
• Leadership skills with the ability to motivate and guide a team.
• Experience in aviation, hospitality or a related industry a plus.
• PHYSICAL DEMANDS

Prolonged periods of standing and walking

BENEFITS

• Competitive salary
• Medical, Dental, Vision, FSA/DCA 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