Customer Service Representative Lead

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.

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.

• 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 standard sand 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

• 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

• 1–2 years of customer service experience in an aviation or FBO environment
• Familiarity with aviation…