Customer service manager

About Vantage Aviation: Vantage is a fully integrated, multi-vertical business aviation firm that specializes in all things’ private aviation. Hangar leasing, fuel and ground handling support, aircraft management and charter services, flight training schools, and turbine maintenance services are all within our scope of capability and expertise. Vantage Aviation is a private equity backed, fully integrated business aviation firm pursuing FBO, MRO, and 135 charter acquisitions and development opportunities throughout North America. We seek opportunities where airport sponsors and their aviation stakeholders can benefit from our highly integrated, full-service offering. Our menus of services meet the highest Minimum Standards of Service within the industry, allowing us to provide a better service for all those who enjoy the benefits of general and business aviation.

Position Summary: The Customer Service Representative (CSR) Manager is responsible for overseeing and leading day-to-day customer service operations at Vantage Aviation’s FBOs. This role provides direct supervision and support to Customer Service Representatives while ensuring the delivery of world-class customer service, efficient front desk operations, and adherence to company standards and procedures. The CSR Manager plays a key role in staffing, training, scheduling, performance management, and maintaining a professional, customer-focused environment in a fast-paced aviation setting.

Requirements

Essential Responsibilities & Duties:

• Greet and welcome all customers to Vantage Aviation, providing professional service and assistance
• Oversee daily front desk and customer service operations to ensure consistent, high-quality service
• Supervise, coach, and support Customer Service Representatives, including onboarding and ongoing training
• Assist with employee scheduling, shift coverage, and workload coordination
• Accurately receive, dispatch, and oversee customer purchases and fuel transactions
• Collaborate closely with pilots and team members to meet or exceed customer service expectations, including coordinating transportation, assisting with lodging, and handling passenger baggage
• Maintain a working knowledge of the facility, available services, and surrounding area
• Replenish supplies across all areas—including customer-facing spaces, the lobby, office, and restrooms—as needed, ensuring compliance with Vantage standards for complimentary beverages and guest amenities
• Utilize and oversee use of computers, radios, and point-of-sale systems as part of daily operations
• Maintain a professional, organized, and customer-focused front desk environment
• Address customer concerns or service issues and escalate as appropriate
• Perform other duties as assigned

Required Qualifications:

• 4+ years of experience in hospitality, customer service, or a related field
• Strong verbal and written communication skills
• Demonstrated leadership and supervisory skills
• Ability to multitask effectively in a fast-paced environment
• Ability to make sound decisions and manage priorities under pressure
• Experience with telephone systems, computers, cash registers, and point-of-sale (POS) equipment
• Ability to comprehend and perform basic math functions
• Ability to maintain records in a well-organized manner
• Willingness to work evenings, weekends, and holidays as required
• High school diploma or equivalent
• Ability to pass a background check and drug screen

Preferred Qualifications:

• Aviation experience preferred
• Experience in training customer service teams
• Some college education preferred

Travel Requirements:

None

Working Conditions & Physical Demands:

Work performed in a busy front desk and aviation operations environment. Prolonged periods of standing, sitting, and computer use. Ability to maintain focus and accuracy in a fast-paced setting. Ability to lift, carry, and pull up to 20 pounds.

Benefits:

• Medical, dental, and vision insurance
• HSA with company match for applicable plans
• Company paid Short-Term Disability and Basic Life and AD&D
• Paid time off
• 401(k) with company match
• Employee Assistance Program

Confidentiality & Disclosure: Vantage Aviation is an Equal Opportunity Employer. We are committed to fostering an inclusive workplace and providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state or local laws. This job description outlines the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions without imposing undue hardship on the organization. If you require reasonable accommodations during the application or interview process, or to perform the essential functions of this position, please contact HR@vantageair.com.

Vantage Aviation is committed to a safe and productive work environment and operates as a drug- and alcohol-free workplace. Drug and alcohol testing may be required in accordance with law and company policy, including for reasonable suspicion or following a workplace accident or injury. Violations may result in disciplinary action, up to and including termination.