Customer Service Manager

Velocity FBO Network; Lake Havasu City (AZ); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid time off

401(k) retirement plan

Professional growth opportunities

Job summary

Velocity FBO Network is seeking a Customer Service Manager to lead front‑of‑house operations at our FBO. You will manage the customer service team, oversee billing and accounts receivable, and foster lasting client relationships with pilots, operators, and vendors.

The ideal candidate blends aviation knowledge with strong leadership, financial accuracy, and exceptional hospitality, with experience in aviation customer service and staff development.

Qualifications

• Bachelor’s degree in Aviation Management, Business, Accounting, or Hospitality preferred.
• 3–5 years of experience in FBO or aviation customer service, with at least 2 years in supervisory or management role.
• Experience managing accounts receivable, billing, or basic accounting processes.
• Strong understanding of general aviation operations, fueling, and ground handling services.
• Must have a valid driver’s license.
• Proven ability to build and sustain positive customer relationships.
• Strong communication and problem-solving abilities.

Responsibilities

• Lead the customer service team in delivering world-class service to pilots, passengers, and operators.
• Build and maintain strong, long-term relationships with key customers, flight departments, and vendors.
• Oversee and assist CSRs as the primary contact for VIP, corporate, and charter clients.
• Proactively identify opportunities for improved service and increased revenue.
• Respond promptly and professionally to customer feedback, concerns, and service requests.
• Provide daily log updates to supervisor.

Skills

Leadership

Organizational skills

Multitasking

Communication

Problem-solving

Billing accuracy

Customer relationship management

Education

Bachelor’s degree in Aviation Management, Business, Accounting, or Hospitality

Job description

Velocity FBO Network is a purpose-driven organization committed to delivering premier aviation services defined by safety, efficiency, and exceptional client experience. Guided by our Mission and Vision, we measure success not only by outcomes but by the purpose behind every action.

Rooted in our belief in Performance with Purpose, we hold fast to values that shape who we are: Purposeful Protection, Service, Integrity, Respect, Agility, and Collaboration. These principles guide how we serve our clients, support our team, and lead with intention.

The Customer Service Manager (CSM) is responsible for leading all front-of-house operations at the Fixed Base Operator (FBO), ensuring the highest level of service to pilots, passengers, and aircraft operators. This role manages the customer service team, oversees billing and accounts receivable functions, and builds lasting client relationships that drive customer loyalty and repeat business. The ideal candidate blends aviation knowledge with strong leadership, financial accuracy, and exceptional hospitality skills.

Key Responsibilities

Customer Experience & Relationship Management

• Lead the customer service team in delivering world-class service to all FBO guests, crew, and operators.
• Build and maintain strong, long-term relationships with key customers, flight departments, and vendors.
• Oversee and assist CSRs as they serve as the primary point of contact for VIP, corporate, and charter clients to ensure satisfaction and service continuity.
• Proactively engage with customers to identify opportunities for improved service and increased revenue.
• Respond promptly and professionally to customer feedback, concerns, and service requests.
• Provide daily log updates to supervisor

Accounts Receivable & Financial Administration

• Oversee all customer billing and invoicing processes to ensure accuracy, timeliness, and compliance with company policies.
• Manage accounts receivable, including monitoring outstanding balances, issuing statements, and following up on past-due accounts.
• Reconcile daily sales, fuel transactions, and service charges in coordination with accounting.
• Maintain accurate customer account records and communicate regularly with the finance team to ensure smooth cash flow and reporting.
• Assist in the preparation of monthly financial summaries and performance reports.
• Recruit, train, and mentor front desk and customer service staff to uphold operational and service standards.
• Set clear goals, provide feedback, and conduct performance reviews.
• Promote a positive, team-oriented culture focused on safety, accountability, and professionalism.
• Ensure all team members are trained on safety protocols, customer interaction standards, and FBO software systems.

Operational Coordination

• Coordinate closely with Line Service, Fuel, and Operations teams to guarantee smooth aircraft handling and customer support.
• Manage scheduling, shift coverage, and daily workflow for the customer service department.
• Maintain communication with corporate offices, vendors, and local airport authorities as required.
• Monitor and report key performance indicators (KPIs) related to service quality, response time, and customer satisfaction.

Qualifications

Education & Experience

• Bachelor’s degree in Aviation Management, Business, Accounting, or Hospitality preferred.
• Minimum 3–5 years of experience in FBO or aviation customer service, with at least 2 years in a supervisory or management role.
• Experience managing accounts receivable, billing, or basic accounting processes required.
• Strong understanding of general aviation operations, fueling, and ground handling services.
• Must have a valid driver’s license
• Proven ability to build and sustain positive customer relationships.
• Strong leadership, organizational, and multitasking skills.
• Excellent communication and problem-solving abilities.
• High attention to accuracy in billing, cash handling, and documentation.
• Proficiency with FBO management and accounting software (e.g., TotalFBO, X-1FBO, QuickBooks, or similar).
• Ability to work flexible hours, including weekends and holidays, as needed.
• Fast-paced airport environment requiring coordination between multiple service areas.
• Frequent interaction with customers, vendors, and staff in both office and ramp settings.
• Occasional lifting (up to 25 lbs) and extended standing or walking may be required.
• Competitive salary commensurate with experience.
• Health, dental, and vision insurance.
• Paid time off and 401(k) retirement plan.
• Opportunities for professional growth within the FBO or larger aviation network.