Customer Service Supervisor: Guest Experience Lead

Modern Aviation; Trenton (ME); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Company-paid life and disability

401(k) with company match

Paid time off (vacation & holidays)

Voluntary benefit options

Job summary

Modern Aviation seeks a Customer Service Supervisor to lead the frontline team and oversee daily service delivery at our Maine location. You will coordinate aircraft services, manage guest requests, and escalate issues while maintaining brand standards in a fast-paced setting.

You will supervise CSRs, assist with onboarding, and help ensure accurate billing and timely reporting. An emphasis on hospitality, safety, and professional communication is essential.

Qualifications

• Valid driver's license.
• Must be at least 18 years of age.
• High school diploma or equivalent; Associate's degree preferred.
• Open work availability including nights, weekends, and holidays.
• Strong verbal and written communication skills.
• Previous customer service experience.
• Intermediate computer proficiency.
• Ability to make timely decisions using sound judgment.
• Strong multitasking and organizational skills.
• Negotiation and basic sales aptitude.

Responsibilities

• 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.
• Monitor and support the daily performance of CSRs.
• Serve as a primary resource and point of guidance for CSRs during assigned shifts.
• Assist with onboarding, training, and development of new CSRs.
• 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 monthly tenant reports and weekly fuel pricing.
• Ensure accurate documentation and timely communication with management regarding customer service issues or trends.

Skills

Communication skills

Customer service experience

Decision making

Multitasking

Organizational skills

Negotiation

Sales aptitude

Computer proficiency

Education

High school diploma or equivalent

Associate's degree preferred

Job description

Modern Aviation seeks a Customer Service Supervisor to lead the frontline team and oversee daily service delivery at our Maine location. You will coordinate aircraft services, manage guest requests, and escalate issues while maintaining brand standards in a fast-paced setting.

You will supervise CSRs, assist with onboarding, and help ensure accurate billing and timely reporting. An emphasis on hospitality, safety, and professional communication is essential.