Manager, Customer Service (ILM)

Modern Aviation•Wilmington, NC

34d•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; FBO preferred.
Proficiency with Microsoft Office and standard business systems; X1 preferred.
Strong verbal, written, and interpersonal communication skills.
Valid driver’s license.

Nice To Haves

Demonstrated organizational and people leadership skills.
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.