Customer Service Lead
About The Position
Since 1967, Jet Aviation has been crafting flight in its smoothest form. From one hangar in Basel, Switzerland, to over 4,500 employees, and some 50 locations worldwide. Aircraft Management, Aircraft Sales, Charter, Completions, Government Services, FBO, Fixed and Rotary Wing Maintenance, and Staffing. Behind every seamless Jet Aviation experience, is a team of dedicated professionals perfecting the art of flight. The artisans of aviation. The craft that brings our customers’ journey to life. In the hangar, on the ground, and behind the scenes. Enabling global flight, with passion. Position Summary As a Customer Service Lead you will provide exceptional customer service, assist the management team in coordinating the daily activities of the department, display leadership traits appropriate to handle the day-to-day operations, and inspire new employees to become leaders. Identify and understand personal values of superiors, subordinates, peers, and others; ensures friendly and efficient service to our customers and adherence to all operating procedures.
Requirements
- High school diploma or equivalent required
- Two or more years of customer service, aviation, hospitality experience preferred.
- Previous leadership or supervisory experience strongly preferred.
- Ability to manage multiple priorities in a busy, time-sensitive environment.
- Excellent verbal and written communication skills.
- Strong organizational, problem-solving, and decision-making abilities.
- Ability to interpret and follow company policies, contracts, airport regulations.
- Professional appearance, discretion, and commitment to confidentiality.
- Proficiency with Microsoft Office and customer-service, reservation, or aviation systems.
- Ability to work flexible schedules, including weekends, holidays, evenings, and overnight shifts.
Nice To Haves
- college education in business, aviation, hospitality, or a related field preferred.
Responsibilities
- Lead, guide, and support customer service representatives during daily operations.
- Assign duties, coordinate schedules, and ensure adequate coverage for arrivals, departures, and peak periods.
- Welcome and assist passengers, flight crews, aircraft owners, charter clients, and other guests.
- Coordinate ground transportation, catering, hotel accommodations, rental cars, and special customer requests.
- Oversee front-desk operations, telephone calls, emails, reservations, service orders, and customer records.
- Review invoices, payments, documentation, and transactions for accuracy and completeness.
- Ensure employees follow airport security procedures, TSA requirements, company policies, and applicable regulations.
- Monitor compliance with confidentiality, privacy, safety, and documentation standards.
- Resolve customer complaints and service issues professionally, escalating complex matters when necessary.
- Train and mentor customer service employees on procedures, systems, service standards, and compliance requirements.
- Conduct shift briefings and communicate operational updates, special requests, and potential concerns to staff.
- Coordinate with pilots, flight departments, line service personnel, maintenance teams, airport officials, and management.
- Document incidents, customer complaints, operational disruptions, and policy violations.
- Maintain a professional, clean, and welcoming FBO environment.
- Assist with audits, inspections, reports, inventory control, and other administrative duties.
- Serve as the point of contact for customer service staff during assigned shifts.
- Promote a positive team environment and ensure consistent delivery of high-quality service.
- Perform other duties as assigned in a fast-paced, 24-hour airport environment.
Benefits
- Base hourly pay + overtime paid over 40 hours in one week
- holiday pay + paid time off (including 3 floating holidays)
- 401(k) benefits $1 for $1 match up to 6%
- General Dynamics Employee Discounts
- Multiple Medical, Dental & Vision insurance options for employees only or employee + additional family members
- paid sick time
- Employee Assistance Program
- Wellness Programs
- Health Awards
- Annual Merit Increase opportunity
- annual bonus potential up to 5%
- Tuition Reimbursement for approved CE pursuits
- health, dental & vision insurance
- matching 401(k)
- health savings and flexible spending accounts
- short-term and long-term disability
- life insurance
- employee assistance programs
- health and wellness awards
- generous paid time off
- tuition reimbursement
- employee discounts
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
