Supervisor Customer Service at IMP Aerospace & Defence in Toronto, ON, CA

Job description

• The Customer Service Supervisor is a key leadership role within the FBO, responsible for supervising the Customer Service Representatives (CSRs) and ensuring exceptional service delivery to passengers, crew, and visitors. This position combines team leadership with operational oversight, including billing accuracy, special pricing/discount management, and staff training. The Supervisor ensures that all customer service functions run smoothly, efficiently, and in alignment with company service standards. The Supervisor will report directly to the Manager – Client Experience with dotted line responsibilities to the local FBO Base Manager.

Responsibilities

• Directly supervise and support Customer Service Representatives during daily operations.
• Ensure staff deliver professional, friendly, and consistent customer experiences.
• Manage shift coverage, daily task assignments, and performance monitoring.
• Provide coaching, mentoring, and feedback to foster staff growth and engagement.
• Act as a senior point of contact for VIP passengers, flight crews, and vendors.
• Resolve escalated customer issues and ensure timely service recovery.
• Support CSRs in arranging and coordinating ground transportation, hotels, catering, and other concierge services.
• Oversee accurate entry of billing information and charges into the system.
• Verify and approve invoices to ensure compliance with established pricing policies.
• Manage special pricing arrangements, contract rates, and discounts for key customers.
• Work with the accounting and fuel teams to reconcile any billing discrepancies.
• Lead onboarding and training of new Customer Service Representatives.
• Deliver ongoing training in customer service standards, safety, and FBO procedures.
• Develop staff knowledge of aviation terminology, systems, and VIP protocols.
• Partner with the Line Service and Operations teams to ensure seamless customer experiences.
• Monitor lounge appearance, ramp safety protocols, and facility readiness.
• Assist in preparing reports on customer feedback, service performance, and billing metrics.
• Support the Base Manager with policy implementation and process improvements.

Requirements

• 3–5 years of customer service experience, preferably in aviation, hospitality, or luxury service industries.
• Prior supervisory or lead experience strongly preferred.
• Strong knowledge of billing processes, invoicing, and customer account management.
• Exceptional interpersonal and communication skills with a focus on discretion and professionalism.
• Proficient in Microsoft Office and FBO-related software systems (Avfuel ProCard, FlightBridge, or equivalent).
• Ability to multitask in a fast-paced environment while maintaining attention to detail.
• Flexible availability for evenings, weekends, and holidays.

Skills

Preferred

• Prior supervisory or lead experience