Customer Service Manager

About the role

The Customer Service Manager is responsible for the day-to-day leadership, safety, service quality, and operational effectiveness of the FBO Customer Service Team. This role works closely with the General Manager and Line Service leadership to ensure a seamless customer experience while maintaining high standards for safety, professionalism, and customer satisfaction.

Responsibilities

• Lead daily customer service activities to ensure consistent, professional, and timely service delivery
• Serve as an active, visible leader during operations, including handling service recovery when necessary
• Conduct shift briefings to align CSRs and supervisors on daily priorities, safety topics, and service expectations
• Meet, greet, and assist customers with hotel accommodations, ground transportation, catering, and special service requests
• Ensure adherence to company standards related to customer service, safety, and security
• Support efforts to improve external customer satisfaction scores, including third party surveys and feedback tools

Qualifications

• Bachelor’s degree from a four-year college or university OR five (5) years of related experience/training, or an equivalent combination of education and experience
• People leadership or supervisory experience
• Experience in the aviation industry preferred
• Proficiency with Microsoft Office and standard business systems; X1 preferred