Customer Service Lead

Location: Teterboro, NJ, US, 07608 – onsite role.

About the role

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; ensure friendly and efficient service to our customers and adherence to all operating procedures.

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, or 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, and 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.

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.

Schedule

Aviation operates on a dynamic 24/7 schedule. The initial shift is 3 pm – 11 pm, with potential changes over time based on business needs. Training lasts approximately 4–6 weeks; hours during training may differ from the assigned shift.

Pay

$26.00 – $29.00 hourly for this non-exempt position, plus a performance-based bonus up to 5% of annual salary.

Benefits

• Financial Perks: Overtime pay after 40 hours; holiday pay; paid time off (including 3 floating holidays); 401(k) with $1-for-$1 match up to 6%; General Dynamics employee discounts.
• Wellness and Health Perks: Multiple medical, dental, and vision insurance options (employee-only or employee + family); paid sick time; Employee Assistance Program; wellness programs; health awards.
• Performance Perks: Annual merit increase; annual bonus potential up to 5%.
• Continued Education Perks: Tuition reimbursement for approved programs.

Physical Demands

The role requires frequent standing, walking, or sitting; occasional climbing, balancing, kneeling, crouching, or crawling; and frequent lifting/moving of up to 25 pounds, occasionally up to 50 pounds. Specific vision abilities required include close, distance, color, peripheral, depth perception, and ability to adjust focus.