Manager, Customer Service (ILM)

MODERN AVIATION INC; Wilmington (NC); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off

Job summary

MODERN AVIATION INC is seeking a Customer Service Manager to lead the day-to-day operations of the FBO Customer Service Team, ensuring safety, service quality, and efficient operations. You will supervise CSRs, coordinate staffing, and drive customer satisfaction while maintaining high standards of professionalism.

The role requires a Bachelor's degree or equivalent experience, with a preference for aviation industry background.

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.
• Experience in the aviation industry; FBO preferred.
• Proficiency with Microsoft Office and standard business systems; X1 preferred.

Responsibilities

• Lead daily customer service activities to ensure consistent, professional, and timely service delivery.
• Supervise CSRs and Customer Service Supervisors; recruit, hire, train and evaluate staff; manage schedules.
• Reinforce safety culture and ensure compliance with airport, company, and regulatory requirements.
• Build relationships with customers and partners; support retention and business development.

Skills

Leadership

Customer service

Communication

Aviation industry knowledge

Coaching & development

Safety culture

Staff scheduling

Team building

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

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 DeliveryLead daily customer service activities to ensure consistent, professional, and timely service deliveryServe as an active, visible leader during operations, including handling service recovery when necessaryConduct shift briefings to align CSRs and supervisors on daily priorities, safety topics, and service expectationsMeet, greet, and assist customers with hotel accommodations, ground transportation, catering, and special service requestsEnsure adherence to company standards related to customer service, safety, and securitySupport efforts to improve external customer satisfaction scores, including third party surveys and feedback toolsTeam Leadership, Staffing & DevelopmentDirectly supervise Customer Service Representatives (CSRs) and Customer Service SupervisorsRecruit, interview, and support the hiring of new Customer Service team membersEnsure initial and recurrent training is completed and properly documentedDevelop and manage CSR schedules; recommend staffing levels based on operational demandConduct performance reviews; provide coaching, feedback, and corrective action as neededPromote employee engagement and accountability to support customer loyalty and retentionSafety, Compliance & QualityReinforce a strong safety culture through daily observations, audits, and routine communicationEnsure consistent use of the Baldwin Safety Management System (SMS)Participate in monthly service and safety meetings and support required training initiativesEnsure customer service procedures are understood, followed, and updated as neededPartner with leadership to support compliance with airport, company, and regulatory requirementsCustomer Relations & Business SupportBuild and maintain positive relationships with customers, tenants, and business partnersSeek customer feedback through surveys and direct interaction, promoting continuous improvementSupport customer retention and new business development by identifying service opportunitiesPerform additional duties as assigned by the General ManagerBachelor’s degree from a four year college or university OR five (5) years of related experience/training, or an equivalent combination of education and experiencePeople leadership or supervisory experienceExperience in the aviation industry; FBO preferredProficiency with Microsoft Office and standard business systems; X1 preferredStrong verbal, written, and interpersonal communication skillsValid driver’s licensePreferred:Demonstrated organizational and people leadership skillsStrong customer service and relationship management experienceGeneral understanding of business operationsWorking conditions and physical demands for this roleThis job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and printers.Physically able to perform frequent walking, sitting, stooping, stretching, bending, reaching, and grasping actions. While performing the duties of this job, the employee may be exposed to moving mechanical parts. The employee may be exposed to wet and/or humid conditions including extreme heat and cold. The noise level in the work environment is occasionally loud. May be required to work nights and weekends and holidays.Note: The statements above are intended to describe the general nature and level of work being performed by people assigned to the job. They are not construed to be an exhaustive list of responsibilities, duties, and skills required of personnel. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.Predictive Index AssessmentPlease click on the link below to complete a behavioral assessment. This step is required.https://assessment.predictiveindex.com/bo/804D/CustomerServiceManager_Aug2025_19150Modern Aviation’s Pay Range$70,000 - $80,000 + bonus + benefits.The Modern Aviation pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, or other laws.Modern Aviation offers a comprehensive benefits package for eligible employees, including medical, dental, and vision insurance; company-paid life and disability coverage; 401(k) with company match; paid time off and holidays; and additional voluntary benefit options.Equal Employment OpportunityModern Aviation is committed to providing equal employment opportunities to all qualified applicants and employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other status protected by applicable federal, state, or local laws. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions of the role.Applicants must be legally authorized to work in the United States for any employer. Modern Aviation is unable to sponsor or assume sponsorship of an employment visa.If you require accommodations during the interview process or have questions, please contact [e-mail].