Since 1967, Jet Aviation has been crafting flight in its smoothest form. From one hangar in Basel, Switzerland, to some 4,000 employees, and some 50 locations worldwide. Aircraft Management, Aircraft Sales, Charter, Completions, Defence, 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.

The Customer Experience Supervisor is dedicated to ensuring that our standards of customer care are maintained and continuously innovated to meet the customers’ needs and requirements in accordance with Jet Aviation policies and procedures.

Minimum Requirements:

• High School Diploma/GED or vocational training (i.e., hospitality) / technical apprenticeship
• 4+ years of work experience in a customer service role
• 4+ years of experiences in customer service procedures
• Ability to use Microsoft Office
• Must obtain an Airport ID Badge within 30 days of employment

Main Responsibilities:

• Supervises and maintains adherence to the Department Standards of Excellence for exceptional customer service, grooming and dress code.
• Supervision and coordination of door staff and line service ambassadors as well as ambassadors.
• Identifies and understands the values of superiors, subordinates, peers, and others; ensures friendly and efficient service to our customers and adherence to all operating procedures.
• Responsible for guest’s overall experience within the facility following our established operating procedures.
• Responsible for adhering to all safety and security policies and procedures by supervising employees accordingly as well as ensuring guest related activities adhere as well.
• Scheduling work assignments of the direct employees based on the business needs.
• Will act as a liaison between all FBO departments in order to ensure the customer’s needs are met.
• Track and maintain records on customer trends and departmental reports.
• Responsible for the services provided by ambassadors, including training direct employees on how to perform the duties associated with this responsibility effectively.
• Supports the FBO Concierge in the coordination of the conference rooms and the JSU.
• Ability to communicate efficiently with customers while maintaining the highest standards of excellence
• Responsible for following up with customers in coordination with the FBO Concierge in regard to complaints, dissatisfaction, etc.
• Fulfill or assist the FBO Concierge with special requests from customers.
• Continuously improve the customer experience through training and program development for all FBO departments.
• Follow all company policies and procedures, ensure facility appearance, service levels are professional and upheld to the highest standards of excellence.
• Use discretion relating to customers and maintain confidentiality of their proprietary information.
• Welcomes and acknowledges all customers according to company standards, anticipates and addresses customers’ service needs, assist customers with disabilities, and thank customers with
• genuine appreciation.
• Prepare and reviews written documents accurately and completely.
• Other duties may be assigned, as necessary.

Desired Characteristics:

• Work experience in the aviation industry or a related field (e.g. hospitality) would be an advantage
• Strong problem resolution skills (ability to handle customer conflicts)
• Strong communication skills and service orientation
• Ability to work calmly and effectively under pressure
• Ability to instruct, train, and share knowledge
• Possesses cultural awareness and required sensitivity
• Passionate about Delivering the Best Experience
  • Willingness to always provide a five-star experience
  • Quickly adaptable to changing priorities and customer needs
  • Able to quickly identify alternative and positive solutions to problems
  • Ability to deal with customer frustrations while still maintaining that positive attitude
• Promote a Climate of Excellence
  • Aware and sensitive to the concept of luxury and best in class quality
  • Has a sense of urgency for customer requests
  • Communicates clearly, both verbally and in writing
  • Active and effective listener to understand what customers are saying
  • Seeks continuous improvement opportunities
• Act as a Jet Aviation Brand Ambassador
  • Is positive and has cross-cultural awareness
  • Establishes self-accountability
  • Embraces feedback and coaching
  • Naturally empathetic
  • Possesses exceptional decision-making abilities, responsiveness, and demonstrates ethical behavior
• Demonstration and commitment to Jet Aviation values (Trust, Honesty, Alignment, Transparency)

The employee must be able to work in both a heavy maintenance environment and in upscale customer areas. The noise level in the work environment is usually moderate with occasional high volume when aircrafts arrive/depart. The employee is frequently exposed to vibration. Occasional fuel fumes may permeate the workplace. Employee must be willing and able to work in all types of weather conditions. The noise level in the work environment is usually loud. The Hangar environment may be extreme hot and cold during certain seasons of the year.

Jet Aviation provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.