Client Experience Representative

Brief Description

Built Different Jet Access is a family-owned, professionally operated private aviation company. We provide services such as aircraft management, charter, maintenance, sales, flight training, FBO services, and charter brokerage. We are looking for a Client Experience Representative to join our team.

About the role

The Client Experience Representative is the welcoming face and voice of Jet Access, delivering personalized, white-glove service to all general aviation clients. This role sits at the intersection of hospitality, operations, and relationship-building, ensuring that each interaction reflects the premium standard our clients expect.

Responsibilities

• Deliver proactive, personalized service to all general aviation clients, anticipating needs and preferences before they are expressed.
• Create memorable moments through genuine hospitality, warmth, and attention to detail that make clients feel valued and cared for.
• Build lasting relationships with clients by learning their preferences, remembering important details, and consistently exceeding expectations.
• Respond to client questions and resolve concerns with composure, empathy, and a solutions-focused approach.
• Serve as a trusted concierge, ensuring every client interaction reflects the premium Jet Access experience.
• Cook up white-glove concierge services including luxury hotel accommodations, catering arrangements, and ground transportation.
• Anticipate special requests and requirements, proactively offering solutions that enhance the client's journey.
• Educate clients on available services, promotions, and loyalty programs in a consultative and respectful manner.
• Identify opportunities to elevate the client experience through personalized touches and thoughtful recommendations.
• Maintain proactive communication with clients throughout their visit to ensure seamless service delivery.
• Coordinate essential aircraft services including fueling, GPU, lavatory service, and hangar storage with precision and timeliness.
• Communicate effectively via air-to-ground and ground-to-ground radio systems to support smooth operations.
• Collaborate closely with Line Service Technicians to deliver coordinated, efficient service that prioritizes client satisfaction.
• Ensure all FBO operations adhere to the highest safety standards and applicable regulatory requirements.
• Maintain a pristine, welcoming environment that reflects Jet Access standards for all clients, Team Members, and visitors.
• Process client transactions through Point of Sale systems with accuracy, efficiency, and professionalism.
• Generate and reconcile client invoices and aging reports with meticulous attention to detail.
• Identify natural opportunities to enhance the client experience while supporting revenue growth.
• Maintain thorough knowledge of pricing, promotions, and service offerings to provide clients with accurate information.
• Support financial processes that enable smooth operations and consistent service delivery.
• Share client feedback and insights with leadership to drive ongoing improvement in service delivery.
• Stay current on aviation industry trends and FBO best practices, bringing fresh perspectives to the team.
• Contribute to a positive, collaborative team culture that supports operational excellence and shared accountability.
• Serve as an ambassador for Jet Access values, ensuring every client interaction reflects our commitment to quality and care.
• Complete special projects and initiatives as needed, embracing opportunities to contribute to Jet Access's continued growth and success.

Requirements

• High school diploma or GED equivalent required.
• Valid state driver's license required.
• Exceptional interpersonal, verbal, and written communication skills with natural warmth and professionalism.
• Strong attention to detail with the ability to multitask in a fast-paced environment without compromising service quality.
• Proficient computer skills with the ability to learn new systems quickly; experience with Point of Sale platforms is a plus.
• Team-oriented approach with the ability to collaborate seamlessly across departments.
• Professional appearance, demeanor, and commitment to representing the Jet Access brand with integrity.
• Deep alignment with Jet Access core values and a genuine passion for hospitality and client service.
• Ability to pass a background check and pre-employment screening.

Qualifications

• Previous client service experience in luxury hospitality, high-end retail, or premium service environments.
• FBO or general aviation industry experience with familiarity of aircraft operations and ramp etiquette.
• Hands-on experience with Point of Sale systems, particularly X1 FBO, and financial reconciliation workflows.
• Demonstrated track record of building lasting client relationships and generating repeat business.
• Multilingual capabilities to serve a diverse clientele.

Skills

• Exceptional interpersonal, verbal, and written communication skills.
• Strong attention to detail.
• Proficient computer skills.
• Hands-on experience with Point of Sale systems.
• Team-oriented approach.
• Passionate about hospitality and client service.
• Ability to build lasting client relationships.
• Passion for continuous improvement and innovation.

Benefits

• Base pay range of $20.00 -- $22.00 per hour, paid bi-weekly.
• Overtime pay for all hours over 40.
• Fair Labor Standards Act (FLSA) Classification: Non-Exempt.
• Generous benefits, competitive wages, paid vacation and holidays, excellent training programs, and discounted flight training.

Pay

Base pay range of $20.00 -- $22.00 per hour, paid bi-weekly.

Schedule

Variable schedule based upon location, with standard FBO operating hours as the baseline. On-call availability, evening hours, and weekend shifts will be required to support operational needs. Flexibility is essential -- scheduling needs shift with traffic patterns, client activity, and seasonal demand. Attendance and active participation in team meetings and L10 sessions are expected.