Customer Service Supervisor

Company Description:

Associated Energy Group, LLC (AEG Fuels) is a global aviation fuels and services supply chain management company. The company’s core business is the marketing and financing of fuel supply and logistics solutions for the world’s largest airlines, militaries, and corporate operators.

Precision Payment Solutions (PPS) is a division of AEG Fuels that administer the US Government DLA AIR Card Program.

The program provides fuel thru closed loop Credit card program to all branches of services (Air force, Navi, Army, Coast Guard). The program administers over 1800 card holders and 15000 merchants worldwide.

AEG Core Values:

Excellence & Teamwork

Entrepreneurship & Innovation

Respect & Trust

Always Do What’s Right

Position Description:

The Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Responsibilities:

Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to the quality of service.

Monitors or reviews calls or other correspondence between representatives and customers.

Ensures that representatives are informed about changes to company products and services.

Collects data and prepares reports on customer complaints and inquiries.

Prepares monthly reports summarizing the assigned customer service team’s performance.

Prepares knowledge-based documents such as summaries and responses to frequently asked questions.

Identifies opportunities to update or improve customer service procedures and makes recommendations to the Customer Service Director.

Ensures that appropriate actions are taken to resolve customers’ problems and concerns.

Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.

Perform other duties as assigned.

Creating intervention and improvement plans for team members.

Required Skills and Experience:

Bachelor's degree preferred.

At least three years of customer service experience required.

Previous experience in a supervisory role preferred.

Excellent management and supervisory skills.

Excellent verbal and written communication skills.

Extensive knowledge of customer service procedures and principles.

Organized with attention to detail.

Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.

Ability to coach and mentor customer service representatives.

Proficient in Microsoft Office Suite or related software.

Experience working with a CRM such as Salesforce or Zoho

Experience working in the Aviation Industry is a plus!