Customer Service Representative Lead
About The Position
The Customer Service Representative Lead (CSR Lead) is responsible for overseeing front desk operations during assigned shifts while delivering exceptional customer service to aviation customers at Vantage Aviation’s FBOs. This role serves as the shift leader for Customer Service Representatives and acts as a key point of contact for customers, pilots, and internal team members. The CSR Lead is expected to lead by example, support daily operational coordination, assist with training and mentoring team members, and ensure a professional, organized, and customer-focused environment. This position requires prior customer service experience in aviation, strong communication skills, multitasking ability, and the capacity to perform effectively in a fast-paced aviation environment.
Requirements
- Proven previous leadership, lead, or supervisory experience
- Strong verbal and written communication skills
- Ability to multitask effectively in a fast-paced environment
- Ability to maintain professionalism and composure during high-volume operations
- Ability to comprehend and perform basic math functions
- Proficiency with computers, point-of-sale systems, and radio communications
- Willingness to work evenings, weekends, and holidays as required
- Ability to pass a background check and drug screen
Nice To Haves
- 1–2 years of customer service experience in an aviation or FBO environment
- Familiarity with aviation scheduling and dispatch coordination
- Experience training or mentoring employees
- Experience with customer billing systems and POS equipment
- Some college education preferred
Responsibilities
- Lead and oversee front desk operations during assigned shifts, ensuring efficient workflow and excellent customer service
- Serve as the primary point of contact for Customer Service Representatives during daily operations
- Greet and welcome all customers to Vantage Aviation, providing professional service and assistance
- Support and mentor CSR team members by providing guidance, training, and operational support
- Coordinate closely with pilots, line service personnel, and other team members to meet or exceed customer expectations
- Accurately receive, dispatch, and process customer purchases and fuel transactions
- Assist with coordinating transportation, lodging, catering, baggage handling, and other customer requests
- Maintain a working knowledge of facility operations, available services, and the surrounding area
- Monitor lobby and customer-facing areas to ensure cleanliness, organization, and compliance with Vantage standards and perform snow removal as needed
- Replenish supplies and guest amenities as needed throughout the facility
- Utilize computers, radios, point-of-sale systems, and other operational tools as part of daily responsibilities
- Assist management with shift communication, operational issue resolution, and escalation handling when needed
- Promote a positive team environment focused on safety, professionalism, and customer satisfaction
- Perform other duties as assigned
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
