NATA FBO Customer Service Representative Award
Congratulations Erin Schubert!
Customer service is in her DNA. It doesn’t matter if you’re flying a four-seat piston or one of the largest business jets, you’re going to get the same attention to detail and the same care.
“We have everybody flying in here, from the guy just going fishing in The Bahamas in his single-engine to the CEO getting off of a Gulfstream—and everything in between,” she said about her role at APP Jet Center, a full service FBO at Treasure Coast International Airport in Ft. Pierce, Florida. “Everyone is treated like our most important customer, because they are.”
For that single-minded devotion to service, Schubert has been named the winner of the 2025 NATA FBO Customer Service Representative Award, which highlights the “valuable impact of a Fixed Base Operator Customer Service Representative on the overall success of our industry.”
“I’ve never been about individual awards, as it’s always about our clients,” she explained. “It’s truly rewarding and satisfying when you can find opportunities to exceed a customer’s expectations. When you make them really happy and they say, ‘You’re the best. Thank you so much,’ it’s just a great feeling. I enjoy it because it means we’ve done our job well.”
Schubert’s supervisor, General Manager Chris Hambleton, had nothing but praise for her 13 years of contributions to APP and its clients.
“Erin has excelled in every task handed to her, raising customer service levels and expanding the location’s recognition,” Hambleton said. “Her efforts are illuminating, and clients and tenants reach out to her directly on a daily basis. She has embraced the job and our company’s vision.”
Schubert is a boomerang employee to APP, having departed for a maintenance company on the field, but it wasn’t long before she heard the call to return to APP.
“I left to try something different in the industry. While I did learn a lot of new information, I felt stuck in a little parts room over there counting nuts and bolts,” she said with a chuckle.
“The customer service position at APP came about, and I just love working with customers. It’s more exciting to me.”
Schubert was named customer service manager in March of 2025 and now oversees three CSRs. She credits the team and the culture at APP for enabling her success.
“We have a lot of great people here right now. We have a really strong team,” she emphasized. “A lot of our line technicians are pilots and are trying to grow in the industry. So, they are very passionate about it, and they service the aircraft as they themselves are flying it.”
During the busy season, Schubert states that APP can handle up to 80 aircraft landing and taking off every day, but busy never tempers her focus.
“I always look for a way to make somebody’s day better,” Schubert stated. “The best feeling is when you turn around a tough situation for the client.”