Customer Service Representative Supervisor

Vantage RIL LLC • Rifle, CO

10d • $32 - $34 • Onsite

About The Position

The Customer Service Representative Supervisor (CSR Supervisor) is responsible for overseeing daily customer service operations and supervising Customer Service Representatives and CSR Leads within Vantage Aviation’s FBO operations. This position plays a critical leadership role in ensuring exceptional customer service, efficient front desk operations, and consistent adherence to company standards and operational procedures. The CSR Supervisor serves as a working supervisor, balancing operational front desk responsibilities with team leadership, employee coaching, shift coordination, and customer issue resolution. This role requires strong leadership skills, aviation customer service experience, operational awareness, and the ability to maintain professionalism in a fast-paced aviation environment.

Requirements

• Minimum 2–3 years of customer service experience, preferably in an aviation or FBO environment
• Strong leadership, interpersonal, and conflict resolution skills
• Strong verbal and written communication skills
• Ability to multitask effectively and prioritize responsibilities in a fast-paced environment
• Ability to maintain professionalism and composure during high-pressure situations
• Working knowledge of aviation customer service and FBO operations
• Proficiency with computers, point-of-sale systems, and radio communications
• Ability to comprehend and perform basic math functions
• Willingness to work evenings, weekends, holidays, and flexible schedules as required
• Ability to pass a background check and drug screen

Nice To Haves

• Previous supervisory experience in aviation, hospitality, or customer service operations
• 1–2 years of CSR Lead or similar leadership experience preferred
• Experience with employee training and performance coaching
• Familiarity with aviation scheduling, dispatch coordination, and fuel operations
• Experience with customer billing systems and operational reporting
• Some college education preferred

Responsibilities

• Supervise and support Customer Service Representatives and CSR Leads during daily operations
• Ensure front desk operations are conducted efficiently, professionally, and in accordance with Vantage Aviation standards
• Lead by example in delivering exceptional customer service to pilots, passengers, tenants, and guests
• Assist with scheduling, shift coverage coordination, and daily staffing needs
• Provide coaching, mentoring, and on-the-job training to CSR team members
• Support onboarding and development of new employees
• Monitor employee performance and provide operational feedback to management
• Assist management with implementing policies, procedures, and service initiatives
• Handle escalated customer concerns and operational issues in a professional and timely manner
• Coordinate closely with line service personnel, pilots, vendors, and internal departments to ensure seamless customer experiences
• Accurately process customer purchases, fuel transactions, and related documentation
• Maintain a strong working knowledge of FBO operations, customer service, and surrounding area resources
• Ensure customer-facing areas remain clean, organized and stocked with supplies and amenities, and perform snow removal as needed
• Utilize computers, radios, scheduling systems, and point-of-sale systems as part of daily operations
• Assist with operational reporting, communication logs, and recordkeeping as needed
• Promote and enforce company safety standards and operational compliance
• Serve as acting leadership support in the absence of management when assigned
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed