Manager, Customer Service (ILM)

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

Team Leadership Staffing & Development

• 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

Safety Compliance & Quality

• Reinforce a strong safety culture through daily observations audits and routine communication
• Ensure consistent use of the Baldwin Safety Management System (SMS)
• Participate in monthly service and safety meetings and support required training initiatives
• Ensure customer service procedures are understood followed and updated as needed
• Partner with leadership to support compliance with airport company and regulatory requirements

Customer Relations & Business Support

• Build and maintain positive relationships with customers tenants and business partners
• Seek customer feedback through surveys and direct interaction promoting continuous improvement
• Support customer retention and new business development by identifying service opportunities
• Perform additional duties as assigned by the General Manager

• Bachelors 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
• Valid drivers license

Preferred:

• Demonstrated organizational and people leadership skills
• Strong customer service and relationship management experience
• General understanding of business operations

This 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.

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$70000 - $80000 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.

Equal Employment Opportunity

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 .

Required Experience:

Manager