Customer Service Lead

# Customer Service Lead Jet Aviation Teterboro, NJ, US3 days agoJob description

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.

Minimum Requirements
• High school diploma or equivalent required; college education in business, aviation, hospitality, or a related field preferred.
• Two or more years of customer service, aviation, hospitality experience preferred.
• Previous leadership or supervisory experience strongly preferred.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a busy, time-sensitive environment.
• 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.

Main 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.

Work Schedule and Compensation Aviation operates on a dynamic schedule—things can change fast, and our success depends on team members who can adapt to support each other, as well as our crews and customers. We are looking for team members who can embrace flexibility.
• We formally operate 24/7.
• The 1st shift (10 am - 6 pm) will be the initial shift, with the potential for changes over time and as business needs and opportunities evolve.
• Training for this role is expected to last approximately 4–6 weeks. During the training period, hours may differ from the assigned shift listed based on operational and training needs. Once initial training is successfully completed, you will transition to the assigned shift.

The posted salary ranges will default to that of your regional location and will not include any premiums. The baseline range for this non-exempt position will be as follows: $26.00 - $29.00 hourly, plus a performance-based bonus up to 5% of…