Customer Service Manager

Modern Aviation; Wilmington (NC); On-site; USD 60,000 - 85,000; Full time

Job summary

Modern Aviation seeks a Customer Service Manager to lead the FBO Customer Service Team, ensuring safety, service quality, and operational effectiveness. You will collaborate with the General Manager and Line Service leadership to deliver a seamless customer experience while upholding high standards for safety and professionalism.

You will supervise CSRs and Supervisors, recruit and train staff, manage shift schedules, and drive continuous improvement in customer satisfaction.

Qualifications

• Bachelor’s degree or 5 years related experience or equivalent
• People leadership or supervisory experience
• Experience in the aviation industry; FBO preferred
• Proficiency with Microsoft Office and standard business systems; X1 preferred
• Strong verbal, written, and interpersonal communication skills

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

Communication skills

Training & development

Microsoft Office

Aviation knowledge

Customer service excellence

Education

Bachelor’s degree or 5 years related experience

Tools

Microsoft Office

CRM / Business systems

X1

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; FBO preferred
• Proficiency with Microsoft Office and standard business systems; X1 preferred
• Strong verbal, written, and interpersonal communication skills