Supervisor, Customer Service (MHR)

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 support

• Assist 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