Customer Service Supervisor: Lead Guest Experience

MODERN AVIATION INC; Mather (CA); On-site; USD 48,000 - 54,000; 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 and holidays)

Voluntary benefit options

Job summary

Modern Aviation is seeking a Customer Service Supervisor in Mather, CA to lead the Customer Service team and ensure exceptional guest experiences. The role oversees frontline service delivery, maintains brand standards, and coordinates aircraft services and guest requests.

Responsibilities include supervising CSRs, onboarding, and handling billing support while maintaining lobby presentation and safety standards. Strong communication and previous CS experience are essential for success.

Qualifications

• Valid driver’s license.
• Must be at least 18 years of age.
• High school diploma or equivalent; Associate’s degree preferred.
• Must have open work availability, including nights, weekends, and holidays.
• Strong verbal and written communication skills.
• Previous customer service experience required.
• 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 hotels, catering, ground transportation, and other special requests.
• Serve as primary escalation point for customer questions, concerns, and service recovery.
• Build and maintain vendor relationships with hotels, restaurants, catering partners, rental cars, and transport providers.
• Ensure lobby presentation standards and customer supplies are maintained.
• Process customer invoices and assist with billing accuracy and timeliness.
• Monitor daily CSR performance and provide guidance during shifts.
• Assist with onboarding, training, and development of CS team members.
• Provide front desk coverage as needed, including during absences.
• Maintain safety, service, and professionalism standards.

Skills

Verbal and written communication

Multitasking

Decision making

Customer service experience

Computer proficiency

Negotiation and sales aptitude

Education

High school diploma or equivalent

Associate’s degree preferred

Job description

Modern Aviation is seeking a Customer Service Supervisor in Mather, CA to lead the Customer Service team and ensure exceptional guest experiences. The role oversees frontline service delivery, maintains brand standards, and coordinates aircraft services and guest requests.

Responsibilities include supervising CSRs, onboarding, and handling billing support while maintaining lobby presentation and safety standards. Strong communication and previous CS experience are essential for success.