Base Coach

Base Coach

The Base Coach plays a critical role in ensuring exceptional customer service standards across Sheltair locations. This position involves daily interactions with customers, employees, and management in a fast-paced and dynamic environment. The Base Coach serves as a mentor and trainer for Customer Service Representatives (CSRs), ensuring consistency in service excellence, adherence to company policies, and professional development. In addition to customer engagement, the Base Coach is responsible for onboarding, ongoing training, and performance coaching for CSRs, maintaining service standards, and acting as a liaison between frontline staff and leadership. This role requires strong leadership, problem-solving, and communication skills to foster a culture of continuous improvement and outstanding customer experiences.

DUTIES AND RESPONSIBILITIES:

• Ensure CSRs provide exceptional, professional, and courteous service to all pilots, passengers, and visitors.
• Act as an escalation point for customer concerns, resolving issues efficiently while upholding Sheltair's service standards.
• Maintain a thorough understanding of FBO operations, policies, and procedures to assist in daily service execution.
• Assist customers with reservations, fuel orders, arrival/departure coordination, transportation, catering, and other service requests.
• Lead and facilitate new hire training, ensuring CSRs are well-versed in Sheltair's customer service expectations, operational procedures, and technology systems (e.g., X1FBO).
• Conduct ongoing, recurrent, and corrective training sessions to support CSR skill development.
• Deliver structured training on SurveyMonkey Engagement, AIN, Customer Service Best Practices, and operational excellence.
• Act as a mentor and coach, providing guidance, feedback, and professional development.
• Maintain and update training materials, including checklists and electronic training.
• Monitor CSR performance, providing coaching and feedback to drive continuous improvement.
• Ensure team adherence to Sheltair's Company Overview policies, including uniform guidelines, professional standards, and customer engagement expectations.
• Conduct Base Coach Training sessions and maintain checklists for compliance and performance tracking.
• Assist with audits, evaluations, and performance assessments for CSRs.
• Support and reinforce survey participation initiatives (e.g., ensuring five mandatory customer surveys per month per base).
• Act as a bridge between customer service teams and leadership, ensuring consistent communication of updates and expectations.
• Support operations during special events such as Sun 'n Fun, Rolex Race, and Daytona 500, ensuring seamless execution of services.
• Work closely with management and the Customer Service Training Team to align training initiatives with company goals.
• Assist in problem resolution, including technology troubleshooting (e.g., X1FBO issues) and operational challenges.

EDUCATION AND EXPERIENCE:

• High School Diploma or GED required; Associate's degree preferred.
• Minimum of 2-4 years of customer service experience, preferably in aviation or related fields.
• Prior experience in training, coaching, or leadership roles is highly desirable.

SKILLS AND OTHER REQUIREMENTS:

• Strong leadership, mentorship, and coaching skills.
• Exceptional customer service, communication, and problem-solving abilities.
• Ability to train, motivate, and inspire a team in a fast-paced environment.
• Proficiency in X1FBO, Microsoft Office Suite (Excel, PowerPoint, Word), and survey platforms like SurveyMonkey.
• High attention to detail and ability to multitask under pressure.
• Understanding of FBO operations, safety regulations, and service standards.
• Valid driver's license.
• Ability to work flexible hours, including weekends, holidays, and special events.
• Must maintain a professional appearance and adhere to Sheltair's uniform guidelines.
• Ability to occasionally work near active aircraft on the ramp and in various weather conditions.

PHYSICAL DEMANDS:

This role primarily operates within the FBO terminal, customer service areas, and training spaces. The Base Coach may also be required to work on the ramp, particularly during peak operations or special events. The position involves standing for long periods, engaging with customers, and conducting training sessions.

***SHELTAIR RESERVES THE RIGHT TO MODIFY, INTERPRET, OR APPLY THIS JOB DESCRIPTION IN ANY WAY THE COMPANY DESIRES. THIS JOB DESCRIPTION IN NO WAY IMPLIES THAT THESE ARE THE ONLY DUTIES, INCLUDING ESSENTIAL DUTIES, TO BE PERFORMED BY THE EMPLOYEE OCCUPYING THIS POSITION. THIS JOB DESCRIPTION IS NOT AN EMPLOYMENT CONTRACT, IMPLIED OR OTHERWISE. THE EMPLOYMENT RELATIONSHIP REMAINS "AT-WILL." QUALIFIED EMPLOYEES WHO, BECAUSE OF A PHYSICAL OR MENTAL IMPAIRMENT THAT SIGNIFICANTLY LIMITS A MAJOR LIFE ACTIVITY, REQUIRE A REASONABLE ACCOMMODATION TO PERFORM THE ESSENTIAL FUNCTIONS OF THIS POSITION SHOULD NOTIFY THEIR MANAGER OR HUMAN RESOURCES***

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.