Customer Service Supervisor - Guest Experience Leader

MaineGuide; Maine; Hybrid; USD 33,000 - 36,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid time off including vacation and –

Disability coverage

Job summary

Modern Aviation is seeking a Customer Service Supervisor to lead the frontline service delivery and everyday operations at our facility. You will supervise the Customer Service team, coordinate aircraft services, and ensure adherence to brand standards and operational excellence.

You will manage escalations, vendor relationships, front desk functions, and billing support while maintaining professionalism in high-pressure situations.

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 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.
• Exercise sound judgment consistent with company policies, standard operating procedures, and safety regulations.
• Maintain professionalism and composure in fast paced, time sensitive environments.
• Perform additional duties as assigned by management.

Job description

Modern Aviation is seeking a Customer Service Supervisor to lead the frontline service delivery and everyday operations at our facility. You will supervise the Customer Service team, coordinate aircraft services, and ensure adherence to brand standards and operational excellence.

You will manage escalations, vendor relationships, front desk functions, and billing support while maintaining professionalism in high-pressure situations.