Supervisor, Customer Service (BHB)

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

Customer Service Supervisor

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

Administrative, Billing & Reporting Support

• Oversee daily and closing reports related to customer service activity
• Assist with billing, invoicing, and accounts receivable supportAssist with monthly tenant reports and weekly fuel pricing
• Ensure accurate documentation and timely communication with management regarding customer service issues or trends

Safety, Compliance & Flexibility

• 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

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 as work schedules may vary, 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

Working conditions and physical demands for this role

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and printers.

Note: The statements above are intended to describe the general nature and level of work being performed by people assigned to the job. They are not construed to be an exhaustive list of responsibilities, duties and skills required of personnel. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Modern Aviation's Pay Range

$24.00 - $26.00/hr. + benefits.

The Modern Aviation pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, or other laws.

Modern Aviation offers a comprehensive benefits package for eligible employees, including medical, dental, and vision insurance; company-paid life and disability coverage; 401(k) with company match; paid time off, including vacation and holidays; and additional voluntary benefit options.

Equal Employment Opportunity

Modern Aviation is committed to providing equal employment opportunities to all qualified applicants and employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other status protected by applicable federal, state, or local laws. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions of the role.

Applicants must be legally authorized to work in the United States for any employer. Modern Aviation is unable to sponsor or assume sponsorship of an employment visa.

If you require accommodations during the interview process or have questions, please contact [e-mail].