Team Supervisor (NJUS)

Join the NetJets Team

NetJets, the global private aviation leader for more than 60 years, provides the pinnacle of private travel, defined by a signature commitment to unwavering safety, personalized service, and reliable global access. Discover why NetJets is the ultimate career destination, offering exceptional benefits and growth opportunities.

Purpose of Position

The Team Supervisor supports the Account Manager teams by organizing team workload on each shift and ensuring all service levels are being achieved. The Team Supervisor's primary areas of focus are active management of the day, problem resolution, and development of each employee, turning inexperience into experience. The Team Supervisor collaborates with Account Managers to add experience, knowledge and authority in decision making and problem resolution, conducts certain Owner follow ups and check-ins, and facilitates new Owner Welcome Calls. The Team Supervisor provides team management oversight from 06:00-23:00, 7 days a week and acts as an extension of the Team Manager outside normal, Monday-Friday 08:00-17:00, business hours. The Team Supervisor runs a shift, trains and mentors/coaches employees, resolves escalated issues when necessary proactively address issues for future days and supports the Vice President, Owner Services in the absence of a Team Manager. The Team Supervisor may also fulfill the duties of a Team Manager during vacations or Leave of Absences. The Team Supervisor understands and model NetJets Core Operating Principles, persuasively communicates those Principles and department goals to employees, and motivates employees to achieve them.

Tasks and Responsibilities

Coaching / Development: Works with an assigned group of employees to review their performance on a weekly and monthly basis. This includes but not be limited to call and email quality coaching, process and procedure updates and operational support. Evaluates and monitors calls to ensure quality standards. Provides guidance, support and leadership to team members. Assists Team Manager with midyear check-in and annual performance reviews. Models NetJets' six Core Operating Principles at all times.

Distributes workload effectively among available personnel in order to maintain appropriate service levels. Make any adjustments to staffing, team duties, phone skills, etc. as needed. Coordinates and divides daily responsibilities with other Team Supervisors. Aware of and actively seeks out how well the team is handling Owner needs. Provides the appropriate level of support to Account Managers to ensure that all Owner needs are addressed in an informed and timely manner. Responsible for payroll, meeting agendas, coaching and disciplinary documentation as necessary.

Determines the best course of action for escalated Owner issues with the goal of immediate, single call resolution. Communicates through Account Managers as is reasonable for each situation. Informs or involves Team Manager as appropriate.

Follows up on open issues/conduct research for issues from previous day, Owner survey responses, and Owner feedback received via email, letter or phone call. Focuses on responsibility for maintaining relationships with assigned group of Owners. Note:

It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a list of essential job functions, please refer to the essential functions document for this job.

Education

High School

Certifications and Licenses

Years of Experience

4-6 years of experience

Core Competencies

Strives for Positive Results

Curiosity

Collaboration

Adaptability

Service-Oriented

Knowledge, Skills, Abilities and Other (KSAOs)

4 or more years of experience working in a service-oriented organization, preferably in Aviation.

Positive and professional attitude. Demonstrate passion, enthusiasm and drive for results.

Good judgment with the ability to make timely and sound decisions.

Strong detail orientation, organizational, and team management skills.

Deeply developed customer service skill set.

Excellent verbal and written communication skills

Strong collaboration skills

Strong PC skills including MS Office Suite (Word, EXCEL, PowerPoint), Outlook and Internet

Ability to work a flexible schedule

Occasional travel may be required.

Proficiency in metrics and metric tools

Proficiency in creating and delivering presentations How NetJets Supports You

NetJets is proud to provide a variety of attractive benefits to our employees, including many at no cost. Employees have access to no cost options including Medical, Dental, and Vision benefits, with access to robust networks of nationwide providers. NetJets offers benefits so you can LIVEWELL-a comprehensive package to support your Mind, Body, and Life.

Our comprehensive suite of benefits include:

Medical, Dental, and Vision

Healthcare Advocacy

Employee Assistance Program

Flexible Spending Accounts

Health Savings Account with annual employer contribution

Wellness Programs & Discounts

Paid Time Off

Parental Leave of Absence

Life and Accident Insurance

Voluntary benefits (financial protection plans)

401(k) plan, with 66% of every dollar you contribute matched by NetJets

Short and Long-Term Disability

Legal Plan

Identity Theft Protection Plans

Pet Insurance

Family & Caregiving Support