Customer Service Training Coordinator (FBO)

Customer Service Training Coordinator (FBO)

Alliance Aviation Services is an award-winning Fixed Base Operation (FBO) located at Perot Field Fort Worth Alliance Airport. We support a diverse mix of civilian, military, and cargo aircraft operations while delivering a high level of service, safety, and operational excellence. Our team operates in a fast-paced aviation environment where precision, professionalism, and safety are critical to every operation.

Alliance Aviation Services is seeking a knowledgeable, organized and professional individual to serve as the Customer Service Training Coordinator. This role is responsible for providing structured, on-the-job training for Customer Service Representatives (CSRs) while managing training documentation, Standard Operating Procedures (SOPs), and employee training compliance. The position ensures consistency in service delivery, operational accuracy, and alignment with company and airport standards.

The Training Coordinator works closely with Customer Service Leadership to develop team members through hands-on instruction, reinforce a culture of safety and professionalism, and uphold Alliance's high standard of premium customer service. This role sets the standard for premium hospitality, professional communication, and proactive customer care for flight crews, passengers, military personnel, and internal partners. The ideal candidate thrives in a fast-paced aviation environment, demonstrates strong communication skills, and is passionate about developing team members through hands-on training.

Responsibilities:

• Lead structured on-boarding of new employees including but not limited to, establishing training schedule, delivering new-hire orientation, training schedules, and facility/airport familiarization.
• Deliver classroom and hands-on, on-the-job training for Customer Service Representatives, during onboarding and ongoing operations.
• Develop and maintain standardized training plans, checklists, and milestone tracking for all new hires.
• Coach and mentor Customer Service Representatives while providing performance feedback to reinforce service expectations and operational procedures.
• Transition trainees to designated peer trainers or team Leads for continued development while maintaining oversight of progress and completion of required milestones.
• Evaluate trainee performance and provide input on readiness for independent duty; recommend additional training or corrective action when needed.
• Maintain visibility into all trainee progress and ensure training is completed in a timely, consistent manner.
• Manage, review, and update Customer Service–related SOPs to ensure accuracy and consistency.
• Ensure SOPs reflect current operational practices, safety standards, and company policies.
• Maintain accessibility and proper communication of SOP updates to team members.
• Track and document employee training completion, certifications, and recurrent training requirements.
• Maintain organized and accurate training records for compliance and audit purposes.
• Coordinate refresher training and required recertifications for existing staff.
• Support internal and external audits, inspections, or reviews by providing training documentation and attending audits when needed.
• Collaborate with leadership to identify training needs and operational improvement opportunities.
• Assist with the development of training materials, manuals, job aids, and reference guides.
• Reinforce a culture of safety, professionalism, teamwork and continuous improvement.
• Prepare and present training updates or materials during team or quarterly meetings.
• Ensure training aligns with company service standards and customer expectations.
• Stays current on industry trends related to service, operations and training opportunities.
• Fills in at Customer Service desk to provide additional staffing and assistance as needed and/or requested.
• Performs related duties as assigned, contributing to both training initiatives and overall team operations to support consistent, high-quality customer experience.

Service Excellence & Operational Integration:

• Set and model the standard for premium hospitality, professionalism, and proactive customer service.
• Train team members on delivering a high-touch experience for pilots, passengers, military personnel, and VIP guests.
• Reinforce service recovery techniques and the ability to adapt to changing customer needs in a dynamic environment.
• Maintain active involvement in front-line operations to ensure training reflects current practices and expectations.

SOP & Standards Management:

• Develop, review, and maintain Customer Service–related Standard Operating Procedures (SOPs).
• Ensure SOPs reflect current operational practices, safety standards, and company policies.
• Communicate SOP updates clearly and ensure accessibility to all team members.
• Partner with leadership to identify gaps and continuously improve processes, training materials, and service delivery.

Required Skills and Abilities:

• Strong verbal and written communication skills with the ability to train and influence others.
• Proven ability to coach, mentor, and develop team members in a hands-on environment.
• Maintaining composure with VIPs, crews, delays, emergencies and last-minute changes.
• Strong organizational skills with attention to detail and documentation accuracy.
• Proficiency in MS Office
• Ability to operate VHF and Two-Way Radios.
• Ability to work collaboratively in a fast-paced environment.
• Ability to work flexible hours, weekends, holidays, and irregular operations
• Ability to multitask during peak traffic periods
• Ability to stand, walk, and move throughout office, terminal, and ramp-adjacent areas for extended periods.
• Ability to lift training materials up to 50 lbs.
• Ability to work collaboratively across teams and departments.

Education and Experience:

• High School diploma or equivalent required. Previous FBO, aviation customer service, or operations experience required.
• Prior training, lead, or supervisory experience preferred.
• Experience with SOP development or training compliance tracking preferred.
• Preferred familiarization with:
• X-1 Software
• FlightBridge
• ADS-B

Why This Role Matters:

This position plays a critical role in shaping the customer experience at Alliance Aviation Services. By developing confident, capable, and service-focused team members, the Customer Service Training Coordinator ensures consistency, professionalism, and operational excellence across every customer interaction.

EEO Statement:

Hillwood is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.