Manager, Customer Service (APA)

MODERN AVIATION INC•Englewood, CO

45d•$70,000 - $80,000•Onsite

About The Position

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.

Requirements

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
People leadership or supervisory experience
Experience in the aviation industry
Proficiency with Microsoft Office and standard business systems; X1 preferred
Strong verbal, written, and interpersonal communication skills
Valid driver’s license

Nice To Haves

Strong customer service and relationship‑management experience
General understanding of business operations

Responsibilities

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
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
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
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