Aviation Customer Service Manager: Lead & Elevate Service

Atlantic Aviation FBO Services, Inc.; Concord (MA); On-site; USD 60,000 - 90,000; Full time

Job summary

Atlantic Aviation FBO Services, Inc. seeks a Customer Service Manager to lead and develop a high-performing CSR team at our Concord, MA location.

You will supervise, train, and coach staff, drive excellent customer interactions, and support sales initiatives while ensuring adherence to safety and policies. The ideal candidate has a bachelor’s degree or equivalent experience, strong communication skills, and a flexible schedule to cover overtime, nights, weekends, and holidays.

Qualifications

• Bachelor's degree or equivalent experience.
• Minimum 18 years old.
• Previous customer service experience.
• Excellent written and oral communication skills.
• Good organizational skills.
• Must maintain a valid state driver’s license.
• Ability to perform basic math with accuracy.
• Proficiency in MS Office applications including Word, Excel and Outlook.
• Flexible work schedule, including overtime, nights, weekends, holidays, and on-call availability.

Responsibilities

• Directly supervise Customer Service staff and ensure adherence to policies and procedures; engage with customers to build rapport.
• Train, coach, evaluate, and develop staff per established procedures.
• Develop and maintain customer relationships; encourage upselling of fuel and services; organize staff communications.
• Manage CSR work schedules and staffing levels with Operations or General Manager.
• Conduct performance reviews and administer disciplinary actions as needed.
• Assist in recruiting and interviewing CSR staff; contribute to sales initiatives.

Skills

Customer service

Communication skills

Problem solving

Team leadership

Education

Bachelor's degree in related field

Tools

MS Office

MS Excel

Job description

Atlantic Aviation FBO Services, Inc. seeks a Customer Service Manager to lead and develop a high-performing CSR team at our Concord, MA location.

You will supervise, train, and coach staff, drive excellent customer interactions, and support sales initiatives while ensuring adherence to safety and policies. The ideal candidate has a bachelor’s degree or equivalent experience, strong communication skills, and a flexible schedule to cover overtime, nights, weekends, and holidays.