Customer Service Supervisor

Modern Aviation; Mather (CA); On-site; USD 52,000 - 70,000; Full time

Job summary

Modern Aviation seeks a Customer Service Supervisor to lead the Customer Service team and oversee daily performance while actively participating in frontline service delivery. The role sets the tone for professionalism, hospitality, and operational excellence across customer interactions.

The supervisor coordinates services (fuel, hangar storage, parking) and manages billing related tasks, ensuring brand standards are reflected in every guest interaction.

Qualifications

• High school diploma or equivalent; Associate’s degree preferred.
• Must have open work availability as work schedules may vary, including nights, weekends, and holidays.
• Strong verbal and written communication skills.

Responsibilities

• Coordinate customer services including fuel orders, hangar storage, and transient parking.
• Arrange hotels, catering, ground transportation, and other special requests.
• Serve as a primary escalation point for customer questions, concerns, and service recovery.

Skills

Customer service leadership

Verbal communication

Written communication

Education

High school diploma or equivalent

Associate’s degree preferred

Tools

Billing software

Job description

The Customer Service Supervisor plays a key leadership role in delivering Modern Aviation’s signature exceptional service to every guest entering the facility. This role oversees the daily performance of the Customer Service team while actively participating in front line service delivery. The Customer Service Supervisor sets the tone for professionalism, hospitality, and operational excellence—managing customer requests calmly and effectively, even in high pressure situations, and ensuring that every interaction reflects Modern Aviation’s brand standards.

Customer Service Operations & Service Delivery

• Coordinate aircraft services including fuel orders, hangar storage, and transient parking
• Arrange customer services such as hotels, catering, ground transportation, and other special requests
• Serve as a primary point of escalation for customer questions, concerns, and service recovery
• Build and maintain strong relationships with local vendors (hotels, restaurants, catering partners, rental car companies, transportation providers)
• Ensure lobby presentation standards are maintained, including amenities, materials, and customer supplies
• Process customer invoices and assist with billing accuracy and timeliness

Supervisory Responsibility

• Monitor and support the daily performance of Customer Service Representatives (CSRs)
• Serve as a primary resource and point of guidance for CSRs during assigned shifts
• Assist with onboarding, training, and development of new Customer Service team members
• Provide front desk coverage as needed, including coverage for call outs or staffing gaps
• Establish clear expectations and reinforce service, safety, and professionalism standards
• Oversee daily and closing reports related to customer service activity
• Assist with billing, invoicing, and accounts receivable support
• Assist with monthly tenant reports and weekly fuel pricing
• Ensure accurate documentation and timely communication with management regarding customer service issues or trends

Qualifications

• High school diploma or equivalent; Associate’s degree preferred
• Must have open work availability as work schedules may vary, including nights, weekends, and holidays
• Strong verbal and written communication skills