CS - Customer Service Manager

Atlantic Aviation; Concord (MA); On-site; USD 52,000 - 76,000; Full time

Job summary

Atlantic Aviation is hiring a Customer Service Manager to oversee the CSR team, ensure policy adherence, and drive high-quality service for corporate and VIP clients at our Concord location. You will coach staff, manage schedules, and support sales initiatives while maintaining safety and hospitality standards.

The role requires a Bachelor’s degree or equivalent experience, strong communication and organizational skills, and a valid driver’s license.

Qualifications

• Bachelor’s degree in related field or equivalent experience.
• Must be 18+ years old.
• Prior customer service experience is required.
• Excellent written and verbal communication skills.
• Strong organizational abilities and attention to detail.
• Valid state driver’s license must be maintained.
• Ability to perform basic math calculations with accuracy.
• Proficiency in MS Office applications (Word, Excel, Outlook).

Responsibilities

• Supervise Customer Service staff and ensure adherence to policies.
• Train, coach, and develop CSR staff.
• Develop and maintain customer relationships and upsell fuel and maintenance services.
• Manage CSR work schedules and staffing levels.
• Conduct performance reviews and administer disciplinary actions as needed.
• Assist in recruiting CSR staff and in sales initiatives.
• Provide exceptional customer service to high-profile clients.

Skills

Bachelor’s degree in related field

Minimum 18 years of age

Previous customer service experience

Excellent communication

Good organizational skills

Valid state driver’s license

Basic math calculations

MS Office (Word/Excel/Outlook)

Education

Bachelor’s degree

Tools

MS Office

Word

Excel

Outlook

Job description

Did you ever want to work in aviation but didn’t know how to break into the industry? Do you like working in a fast-paced environment, often outdoors, around some of the most incredible professionals in the industry? Did you ever wish that you could work for a company where you could grow your career? If so, Atlantic Aviation just may be the employer for you!

Headquartered in Plano, Texas, Atlantic Aviation welcomes customers at more than 100 fixed base operator (FBO) locations – from the Hawaiian Islands to Caribbean islands and all points in between throughout the US. We offer a wide range of aircraft ground handling and flight hospitality services, including fueling and line services, hangar and ramp storage, modern executive terminals for passengers and crews, and much more. We are firmly committed to diversity, equity, and inclusion throughout our network and aspire to be the employer of choice in our dynamic segment of aviation. We invest in enhancements to our safety, service, technology, and strategic infrastructure in order to provide more choices, improved experiences, and better value for customers. Atlantic Aviation intends to lead the way to a more sustainable future for business and general aviation. Atlantic Aviation is “local everywhere” - providing a safe, friendly, and familiar experience across North America. To learn more about Atlantic Aviation or to make a reservation at any of our 100+ FBOs, visit AtlanticAviation.com.

Websitehttp://www.AtlanticAviation.com

Responsibilities

We are seeking self-motivated, safe, positive, enthusiastic, goal oriented individuals for immediate openings as a Customer Service Manager (CSM). Corporate aviation continues to be a viable means of travel for many who do not like the long lines and delays often times encountered with the airlines and many corporations are now leasing or purchasing their own private aircraft. Our CSMs provide the oversight for the customer service support for these aircraft. Some examples include:

• Directly supervise Customer Service staff as relates to adherence to uniform program, general appearance, proper radio and phone procedures and all other policies and procedures. Engaging in customer relations whenever possible to establish and maintain a rapport with new and repeat customers.
• Train, coach, evaluate, and develop subordinate staff in accordance with established procedures.
• Develop and maintain customer relationships. Encourage upselling of fuel to all customers and maintenance and adherence to all customer service polices and procedures. Organize periodic departmental meetings and design other communication flows between staff and management.
• Manage CSR work schedules and recommend appropriate staffing levels to the Operations Manager or General Manager.
• Conduct performance reviews of Customer Service staff on a probationary and annual schedule; exercising praise and disciplinary action when necessary.
• Assist in recruiting and interviewing for CSR positions.
• Assist in sales initiatives.

You will get the opportunity to interact with many large corporations’ flight departments and high profile clients. Customer service is of the highest priority, as well as professional and safe service.

Qualifications

Required Skills

• Bachelor’s degree in related field, or equivalent combination of training and experience.
• Minimum of 18 years of age.
• Previous customer service experience.
• Excellent communication skills, both written and oral.
• Good organizational skills.
• Must maintain a valid state driver’s license.
• Ability to comprehend and perform basic math calculations with minimal errors.
• Proficiency in use of MS Office applications including Word, Excel and Outlook.
• Flexible work schedule may include working overtime, nights, on weekends, holidays, and be on call.

We are proud to be an EEO/Females/Minorities/Veterans/Disabled employer

We maintain a drug-free workplace and perform pre-employment substance testing

Qualified applications with criminal history will be considered for employment

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Qualifications

• Bachelor’s degree in related field, or equivalent combination of training and experience.
• Minimum of 18 years of age.
• Previous customer service experience.
• Excellent communication skills, both written and oral.
• Good organizational skills.
• Must maintain a valid state driver’s license.
• Ability to comprehend and perform basic math calculations with minimal errors.
• Proficiency in use of MS Office applications including Word, Excel and Outlook.
• Flexible work schedule may include working overtime, nights, on weekends, holidays, and be on call.

We are proud to be an EEO/Females/Minorities/Veterans/Disabled employer

We maintain a drug-free workplace and perform pre-employment substance testing

Qualified applications with criminal history will be considered for employment