Base Coach

Sheltair; Savannah (GA); On-site; USD 52,000 - 66,000; Full time

Job summary

Sheltair is seeking a Base Coach to train and mentor Customer Service Representatives, ensuring consistent, high-quality service across all stations.

You will lead onboarding, ongoing coaching, and performance development, acting as a bridge between frontline staff and leadership to drive continuous improvement and exceptional guest experiences.

Qualifications

• High school diploma or GED required; an associate’s degree is preferred.
• Minimum 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 efficiently while upholding Sheltair’s service standards.
• Maintain understanding of FBO operations, policies, and procedures to assist in daily service execution.
• Lead and facilitate new hire training, ensuring CSRs are well-versed in Sheltair’s customer service expectations and procedures.
• Conduct ongoing training sessions to support CSR skills and performance.
• Deliver training on SurveyMonkey Engagement, AIN, and Customer Service Best Practices.
• Mentor and coach CSRs, providing guidance and development feedback.

Skills

Leadership

Mentorship

Coaching

Customer Service

Training

Problem Solving

Communication

Attention to Detail

FBO Operations Knowledge

Education

High School Diploma or GED

Associate’s degree

Tools

X1FBO

Microsoft Office

SurveyMonkey

Job description

The Base Coach plays a critical role in ensuring exceptional customer service standards across Sheltair locations. This position involves daily interactions with customers, employees, and management in a fast-paced and dynamic environment. The Base Coach serves as a mentor and trainer for Customer Service Representatives (CSRs), ensuring consistency in service excellence, adherence to company policies, and professional development. In addition to customer engagement, the Base Coach is responsible for onboarding, ongoing training, and performance coaching for CSRs, maintaining service standards, and acting as a liaison between frontline staff and leadership. This role requires strong leadership, problem-solving, and communication skills to foster a culture of continuous improvement and outstanding customer experiences.

DUTIES AND RESPONSIBILITES:

• Ensure CSRs provide exceptional, professional, and courteous service to all pilots, passengers, and visitors.
• Act as an escalation point for customer concerns, resolving issues efficiently while upholding Sheltair’s service standards.
• Maintain a thorough understanding of FBO operations, policies, and procedures to assist in daily service execution.
• Assist customers with reservations, fuel orders, arrival/departure coordination, transportation, catering, and other service requests.
• Lead and facilitate new hire training, ensuring CSRs are well-versed in Sheltair’s customer service expectations, operational procedures, and technology systems (e.g., X1FBO).
• Conduct ongoing, recurrent, and corrective training sessions to support CSR skill
• Deliver structured training on SurveyMonkey Engagement, AIN, Customer Service Best Practices, and operational excellence.
• Act as a mentor and coach, providing guidance, feedback, and professional development
• Maintain and update training materials, including checklists and electronic training
• Monitor CSR performance, providing coaching and feedback to drive continuous
• Ensure team adherence to Sheltair’s Company Overview policies, including uniform guidelines, professional standards, and customer engagement expectations.
• Conduct Base Coach Training sessions and maintain checklists for compliance and performance tracking.
• Assist with audits, evaluations, and performance assessments for
• Support and reinforce survey participation initiatives (e.g., ensuring five mandatory customer surveys per month per base).
• Act as a bridge between customer service teams and leadership, ensuring consistent communication of updates and expectations.
• Support operations during special events such as Sun ‘n Fun, Rolex Race, and Daytona 500, ensuring seamless execution of services.
• Work closely with management and the Customer Service Training Team to align training initiatives with company goals.
• Assist in problem resolution, including technology troubleshooting (e.g., X1FBO issues) and operational challenges.

EDUCATION AND EXPERIENCE:

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

SKILLS AND OTHER REQUIREMENTS:

• Strong leadership, mentorship, and coaching
• Exceptional customer service, communication, and problem-solving
• Ability to train, motivate, and inspire a team in a fast-paced
• Proficiency in X1FBO, Microsoft Office Suite (Excel, PowerPoint, Word), and survey platforms like SurveyMonkey.
• High attention to detail and ability to multitask under
• Understanding of FBO operations, safety regulations, and service
• Valid driver’s license
• Ability to work flexible hours, including weekends, holidays, and special
• Must maintain a professional appearance and adhere to Sheltair’s uniform
• Ability to occasionally work near active aircraft on the ramp and in various weather

PHYSCIAL DEMANDS:

This role primarily operates within the FBO terminal, customer service areas, and training spaces. The Base Coach may also be required to work on the ramp, particularly during peak operations or special events. The position involves standing for long periods, engaging with customers, and conducting training sessions.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.