Customer Service Manager

Modern Aviation; Sacramento (CA); On-site; USD 80,000 - 120,000; Full time

Job summary

Modern Aviation is seeking a Customer Service Manager to lead the FBO Customer Service Team and collaborate with the General Manager and Line Service leadership. You will oversee daily operations, ensure safety, and drive high levels of customer satisfaction, efficiency, and professionalism.

This role requires a proven track record in people leadership, a strong focus on safety, and a hands-on approach to service delivery.

Qualifications

• Bachelor’s degree or 5 years related experience.
• Experience in people leadership or supervision.
• Aviation industry experience is preferred.
• Proficiency with Microsoft Office and standard business systems.

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.
• Directly supervise Customer Service Representatives (CSRs) and Customer Service Supervisors.
• Recruit, interview, and support the hiring of new Customer Service team members.
• Ensure initial and recurrent training is completed and properly documented.
• Develop and manage CSR schedules; recommend staffing levels based on operational demand.
• Conduct performance reviews; provide coaching, feedback, and corrective action as needed.
• Promote employee engagement and accountability to support customer loyalty and retention.

Skills

People leadership

Supervisory experience

Customer service

Office software

Education

Bachelor’s degree or 5 years related experience

Tools

Microsoft Office

Job description

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.

Customer Service Operations & Service Delivery

• 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
• Directly supervise Customer Service Representatives (CSRs) and Customer Service Supervisors
• Recruit, interview, and support the hiring of new Customer Service team members
• Ensure initial and recurrent training is completed and properly documented
• Develop and manage CSR schedules; recommend staffing levels based on operational demand
• Conduct performance reviews; provide coaching, feedback, and corrective action as needed
• Promote employee engagement and accountability to support customer loyalty and retention

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