Customer Service Agent

About the role

Since 1967, Jet Aviation has been crafting flight in its smoothest form. From one hangar in Basel, Switzerland, to over 4,500 employees, and some 50 locations worldwide, we provide a wide range of aviation services including Aircraft Management, Aircraft Sales, Charter, Completions, Government Services, FBO, Fixed and Rotary Wing Maintenance, and Staffing.

Responsibilities

• Deliver exceptional service to new and existing customers, addressing billing inquires, service requests, suggestions and complaints in a warm and respectful manner.
• Resolve customer inquiries and complaints efficiently and fairly, while skillfully de-escalating tense situations.
• Perform generalist duties within the Customer Support/Operations function.
• Provide information about Jet Aviation’s services, identifying opportunities to enhance customer relationships.
• Recommend and implement programs to support customer needs.
• Aid crew members with arrangements for hotels, ground transportation, catering, linens and other vendor services.
• Ensure compliance with all relevant airport and Jet Aviation policies, regulations and laws.
• Represent Jet Aviation professionally with industry groups, regulatory bodies, and the General Dynamics network.

Requirements

• 1-2 years of experience in an FBO or customer service-related field (hospitality experience preferred).
• High School Diploma/GED or equivalent required.
• Proficient English language and communication skills.
• Ability to remain calm and effective under pressure.
• Strong customer orientation and excellent multi-tasking abilities.
• Flexibility to work shifts and adapt to changing schedules.
• Ability to work in various weather conditions and meet minimum physical requirements.
• Team-oriented mindset with a passion for delivering outstanding service.
• Must obtain an Airport ID Badge within 30 days of employment.
• Personal values aligned with Jet Aviation’s core values (Trust, Honesty, Alignment, Transparency).

Qualifications

• High School Diploma/GED or equivalent required.
• 1-2 years of experience in an FBO or customer service-related field (hospitality experience preferred).
• Proficient English language and communication skills.
• Ability to remain calm and effective under pressure.
• Strong customer orientation and excellent multi-tasking abilities.
• Flexibility to work shifts and adapt to changing schedules.
• Ability to work in various weather conditions and meet minimum physical requirements.
• Team-oriented mindset with a passion for delivering outstanding service.
• Must obtain an Airport ID Badge within 30 days of employment.
• Personal values aligned with Jet Aviation’s core values (Trust, Honesty, Alignment, Transparency).

Skills

• Excellent customer service skills.
• Effective problem-solving and conflict resolution skills.
• Strong organizational and multitasking abilities.
• Ability to work independently and as part of a team.
• Knowledge of aviation industry standards and regulations.

Benefits

• Comprehensive health, dental, and vision insurance.
• Matching 401(k) plan.
• Health savings and flexible spending accounts.
• Short-term and long-term disability coverage.
• Life insurance.
• Employee assistance programs.
• Health and wellness awards.
• Generous paid time off.
• Tuition reimbursement.
• Employee discounts.

Pay

The posted salary ranges will default to that of your regional location and will not include any premiums. The baseline range for this non-exempt position will be as follows: $16 - 18 hourly which is equivalent to $33,000 - $37,000 annually, plus a performance-based bonus up to 5% of annual salary.

Schedule

We are looking for team members who thrive in a dynamic, around-the-clock operation and are open to working a flexible schedule to meet the needs of the operation, customers, and crews. We formally operate 24/7. This shift (afternoon 1 pm - 9 pm) will be the initial assignment, with the potential for changes over time as our business needs and opportunities evolve.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to use hands and fingers, handle, or feel, or reach. The employee frequently is required to stand, walk or sit. The employee is occasionally required to climb or balance, kneel, crouch or crawl. The employee must regularly lift and/or move up to 25 pounds. Specific vision required for this job includes, close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust and focus. The work environment described here are representative of those an employee encounters while performing the essential functions of this job. The employee must be able to work in both a heavy maintenance environment and in upscale customer areas. The noise level in the work environment is usually loud. The Hangar environment may be extreme hot and cold during certain seasons of the year.