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Job Overview
Employment Type
Full-time
Compensation
Salary
Range $80,000.00 - $95,000.00
Work Schedule
Standard Hours
Benefits
Health Insurance
bonus
Paid Time Off
Dental Insurance
Retirement Plan
Employee assistance program
Professional Development
Job Description
Modern Aviation is a leading fixed-base operator (FBO) that provides comprehensive aviation services including fueling, maintenance, and customer service for private and corporate aircraft. With a reputation for excellence and a customer-centric approach, Modern Aviation is committed to delivering superior service through innovation, safety, and operational efficiency across multiple locations. The company fosters a collaborative work environment where employee development and continuous improvement are prioritized to uphold the highest standards in the aviation industry.
The Customer Service Manager role at Modern Aviation is a pivotal leadership position focused on overseeing the daily operations of the FBO Customer Service Te... Show More
The Customer Service Manager role at Modern Aviation is a pivotal leadership position focused on overseeing the daily operations of the FBO Customer Service Te... Show More
Job 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
- Proficiency with Microsoft Office and standard business systems
- Strong verbal, written, and interpersonal communication skills
- Valid driver's license
Job Qualifications
- 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
- Proficiency with Microsoft Office and standard business systems
- Strong verbal, written, and interpersonal communication skills
- Valid driver's license
- Demonstrated organizational and people-leadership skills
- Strong customer service and relationship-management experience
- General understanding of business operations
Job Duties
- 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
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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