Customer Service Lead

Customer Service Lead

Primary purpose of the position

Modern Aviation is a Fixed Base Operator (FBO) that services private jets. As a Customer Service Lead, the candidate must represent the Modern Aviation brand by providing Seven Star Service to each person who enters the facility. This individual must take pride in offering the best in service, providing all services with the highest of standards, and always with a smile. The Customer Service Representative manages all customer requests without showing signs of stress or frustration, even under the most demanding of situations.

Essential Functions:

• Monitor performance of the customer service representatives.
• Coordinate aircraft services such as fuel and hangar storage.
• Arrange services for clients such as hotel booking, catering, and ground transportation.
• Process customer invoices
• Answer customers' queries, questions and resolve issues, as necessary
• Build and establish customer relationships with local service providers such as hotels, rental car, companies, restaurants etc.
• Provide training and assistance to newly hired customer service representatives and other personnel
• Cover potential call out shifts at the front desk
• Maintain stock information, materials, and amenities in the lobby area
• Serve as a primary source of information for all customer service representatives
• Perform other duties as they may be assigned by management
• Must be willing and able to work both shifts
• Must be willing and able to work weekends and holidays

Minimum Qualifications:

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  Strong verbal and written communication skills.
  
  
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  Previous customer service experience
  
  
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  Basic computer knowledge.
  
  
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  Ability to make fast decisions by using judgment consistent with company policies, standard operating procedures, and safety regulations.
  
  
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  Negotiation and sales skills.
  
  
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  Reliable multitasking skills.
  
  
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  Valid driver's license.
  
  
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  Must be 18 years of age
  
  
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  Must be willing and able to work both shifts
  
  
• Must be willing and able to work weekends and holidays

Preferred Qualifications:

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  Basic knowledge of various aircraft types and servicing a plus.
  
  
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  Aviation experience strongly desired
  
  

The Company

Modern Aviation (the "Company") is a private equity-backed platform company launched in 2018 that is focused on the fixed-based operator ("FBO") sector. The Company has been rapidly growing through bolt-on FBO acquisitions and has significant additional committed capital from Apollo Management and Tiger Infrastructure Partners (its sponsors) to continue to grow the business through future acquisitions, capacity expansion at its existing locations and development of selective greenfield FBOs in the United States and the Caribbean. Modern's goal is to build the third largest national FBO network in the United States.

Company Benefits

Employee Medical Insurance, Basic Life Insurance, Short-Term Disability, Long-Term Disability, Vacation and Sick Time, Paid Holidays, HSA Account Funding, 401k Match

Other Available Benefits

Buy-up Medical Insurance, Dental, Vision, Optional Life Insurance, Flexible Spending Accounts, Health Savings Account, 401k

Reports to:Customer Service Manager

Supervisory Responsibility:This job has no supervisory responsibilities.

FLSA Status:This position is nonexempt.

Work Environment:This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers. This position requires various tasks performed in all types of weather conditions.

Travel:This position requires no travel.

Physical Requirements:Physically able to perform frequent walking, sitting, stooping, stretching, bending, reaching, and grasping actions. While performing the duties of this job, the employee may be exposed to moving mechanical parts. The employee may be exposed to wet and/or humid conditions including extreme heat and cold. The noise level in the work environment is occasionally loud. May be required to work nights, weekends, and holidays.

EEO Statement:The Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics or any other status protected under applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties:Please note this job description is not designed to cover all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.