Customer Service Representative Lead

About Vantage Aviation:

Vantage is a fully integrated, multi-vertical business aviation firm that specializes in all things private aviation. Hangar leasing, fuel and ground handling support, aircraft management and charter services, flight training schools, and turbine maintenance services are all within our scope of capability and expertise. Vantage Aviation is a private equity backed, fully integrated business aviation firm pursuing FBO, MRO, and 135 charter acquisitions and development opportunities throughout North America.

We seek opportunities where airport sponsors and their aviation stakeholders can benefit from our highly integrated, full-service offering. Our menu of services meets the highest Minimum Standards of Service within the industry, allowing us to provide better service for all those who enjoy the benefits of general and business aviation.

Position Summary:

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.

Essential Responsibilities & Duties:

• 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

Required Qualifications:

• 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

Preferred Qualifications:

• 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

Travel Requirements:

• None

Working Conditions & Physical Demands:

• Work performed in a busy front desk and aviation operations environment
• Ability to work in a cold weather environment and perform snow removal as needed
• Prolonged periods of standing, sitting, and computer use
• Ability to maintain focus and accuracy in a fast-paced setting
• Ability to lift, carry, and pull up to 20 pounds

Compensation & 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

Confidentiality & Disclosure:

Vantage Aviation is an Equal Opportunity Employer. We are committed to fostering an inclusive workplace and providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state or local laws. This job description outlines the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions without imposing undue hardship on the organization. If you require reasonable accommodations during the application or interview process, or to perform the essential functions of this position, please contact HR@vantageair.com.

Vantage Aviation is committed to a safe and productive work environment and operates as a drug- and alcohol-free workplace. Drug and alcohol testing may be required in accordance with law and company policy, including for reasonable suspicion or following a workplace accident or injury. Violations may result in disciplinary action, up to and including termination.