Assistant Customer Service Manager

Assistant Customer Service Manager

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.

Primary Purpose of the Position

The Assistant Customer Service Manager is responsible for ensuring that the FBO Customer Service Department operates with the highest levels of safety, productivity, and efficiency. This role drives exceptional service standards while optimizing overall operational performance. Collaborating closely with the Operations Manager and the Line Service Department, the Assistant Customer Service Manager plays a critical role in delivering a seamless, customer-focused experience that reinforces our commitment to excellence.

Essential Functions

Team Leadership and Development:

• Directly supervise and mentor Customer Service Supervisors and Representatives, ensuring adherence to company policies and professional standards.

Customer Service Excellence:

• Demonstrate Modern Aviation's culture of CARING by leading a customer-focused team, ensuring exceptional service, safety, and a positive work environment.
• Develop and implement customer service practices and procedures that foster a safe, positive, and efficient work environment.
• Maintain strong relationships with base tenants and transient customers, ensuring familiarity with their needs and preferences.
• Address and resolve customer complaints promptly and professionally, implementing service recovery when needed.
• Facilitate communication between tenants, transients, flight crews, military personnel, and line service technicians.
• Coordinate customer requests, such as hotel bookings, transportation, catering, and other services.

Operational Management:

• Manage work schedules for the customer service team, recommending appropriate staffing levels to CSM.
• Ensure all customer service employees are properly trained, with documented evidence of such training.
• Oversee the accurate processing of transactions, pricing updates, and monthly billing using the company's management system.
• Manage and process monthly invoices, monitoring tenant rate increases, and transaction records.
• Oversee daily transactions, fuel monitoring, and invoice reconciliation for multiple locations (SMF, SAC, and MHR).
• Update pricing platforms and ensure accurate reporting.
• Generate monthly and end-of-month reports, including inventory reconciliations and tenant billing.
• Maintain records of insurance, hangar occupancy, and charter billing for organized documentation.

Safety and Compliance:

• Ensure compliance with company policies and procedures related to customer service standards, safety, and security.

• Participate actively in Safety Committee meetings and attend all scheduled committee meetings to stay informed about best practices and company initiatives. Play a key role in promoting and maintaining a safe, secure, and compliant work environment.

Frontline Engagement:

• Act as a "player/coach" by leading by example, including working shifts at the front desk during understaffed periods.
• Engage with customers and staff at the front desk to oversee the customer experience and provide assistance as needed.

Continuous Improvement:

• Seek customer feedback through surveys and develop a culture of accountability and continuous improvement.
• Strive to achieve high customer ratings in third-party surveys and evaluations.

Additional Responsibilities:

• Organize and facilitate customer events and activities to enhance customer engagement.
• Collaborate with the Operations Manager and General Manager on various projects and initiatives as directed.

Minimum Qualifications

• Bachelor's Degree from a four-year college or university or five (5) years related experience and/or training
  
  ORequivalent combination of education and experience.
• Must possess a valid driver's license.
• Must possess strong interpersonal, oral, and written communication skills.

Preferred Qualifications:

• Consistently demonstrates good organizational and leadership skills.
• Excellent customer relations skills required.
• General knowledge of business management and accounting.
• Proficient with personal computers and Microsoft office products.

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

Direct Reporting: Customer Service Manager

Indirect Reporting: Operations Manager

Supervisory Responsibility: This job has supervisory responsibilities.

FLSA Status: This position is exempt.

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

Travel: This position requires minimal travel.

Physical Requirements: Physically able to perform frequent walking, sitting, stooping, stretching, bending, reaching, and grasping actions. May be required to lift up to 50 lbs. 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 and 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.