Customer Service Representative Supervisor

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 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.

Essential Responsibilities & Duties:

• 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

Required Qualifications:

• 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

Preferred Qualifications:

• 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

Travel Requirements:

• Some travel, up to 10%, might be required to attend industry events and trainings

Working Conditions & Physical Demands:

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