Aviation Customer Service Coach & Training Lead

Sheltair Aviation; Savannah (GA); On-site; USD 55,000 - 75,000; Full time

Job summary

Sheltair Aviation seeks a Base Coach to elevate customer service across locations, mentoring CSRs, onboarding new hires, and delivering ongoing coaching. You will ensure policy compliance, train on tools like X1FBO, and act as a liaison between frontline staff and leadership in a fast-paced FBO environment.

The role requires leadership, excellent communication, problem-solving, and the ability to develop teams while maintaining high service standards during events and peak times.

Qualifications

• High School Diploma or GED required; Associate’s degree preferred.
• Minimum of 2-4 years of customer service experience, preferably in aviation.
• Prior experience in training, coaching, or leadership roles is highly desirable.

Responsibilities

• Ensure CSRs provide exceptional, professional, and courteous service to all pilots, passengers, and visitors.
• Act as escalation point for customer concerns, resolving issues while upholding service standards.
• Lead and facilitate new hire training and ongoing coaching for CSRs.
• Maintain and update training materials and checklists; ensure compliance and performance tracking.
• Deliver structured training on SurveyMonkey Engagement, AIN, CSRs best practices, and operational excellence.
• Mentor and coach team, providing guidance and professional development.
• Assist with audits, evaluations, and performance assessments.

Skills

Leadership

Mentorship

Coaching

Customer service

Communication

Problem-solving

Training

Education

High School Diploma or GED

Associate’s degree

Tools

X1FBO

SurveyMonkey

Microsoft Office

Job description

Sheltair Aviation seeks a Base Coach to elevate customer service across locations, mentoring CSRs, onboarding new hires, and delivering ongoing coaching. You will ensure policy compliance, train on tools like X1FBO, and act as a liaison between frontline staff and leadership in a fast-paced FBO environment.

The role requires leadership, excellent communication, problem-solving, and the ability to develop teams while maintaining high service standards during events and peak times.