Customer Service Agent

Position Summary

As a Customer Service Agent, you'll be the friendly face passengers and crew rely on throughout their journey at our Jet Aviation FBO (Fixed-Based Operator). From arrival to departure, you'll be the go-to person for service requests, questions, feedback, and consistently delivering seamless, engaging, welcoming, and professional experiences.

Work Schedule & Compensation

Aviation operates on a dynamic schedule—things can change fast, and our success depends on team members who can adapt. 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.

The posted salary ranges will default to that of your regional location and will not include any premiums. The hourly rate for this non-exempt position will be as follows: $13.00 - $14.00 hourly, plus a performance-based bonus up to 5% of annual salary.

Minimum Requirements

• 1-2 years of experience in an FBO or customer service-related field (hospitality experience preferred).
• A 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).
• Must have a valid drivers license

Main 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.
• Assist 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.

Benefits/ Perks

• Financial Perks: Base hourly pay + overtime paid over 40 hours in one week; holiday pay + paid time off (including 3 floating holidays); 401(k) benefits $1 for $1 match up to 6%; General Dynamics Employee Discounts.
• Wellness and Health Perks: Multiple Medical, Dental & Vision insurance options for employee only or employee + additional family members; paid sick time; Employee Assistance Program; Wellness Programs; Health Awards.
• Performance Perks: Annual Merit Increase opportunity; annual bonus potential up to 5%.
• Continued Education Perks: Tuition Reimbursement for approved CE pursuits.

Physical Demands/ 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.
• The employee frequently is required to stand, walk or sit. The employee is occasionally required to climbs or balance, kneel, crouch or crawl. The employee must regularly lift and/or move up to 25 pounds.
• The employee is frequently exposed to vibration. Occasional fuel fumes may permeate the workplace. Employee must be willing and able to work in all types of weather conditions.
• The Hangar environment may be extreme hot and cold during certain seasons of the year.

Additional Details

• If you are selected to move forward, you can expect a multistage interview process, including connections with team members and leaders. As a part of our commitment to safety and security, our selected candidate must successfully pass pre-employment requirements before finalizing employment.
• At Jet Aviation eligible employees can enjoy a comprehensive package that fuels your passions both inside and outside of work. Your health and well-being matter to us. That’s why we offer a competitive benefit package that includes health, dental & vision insurance, matching 401(k), health savings and flexible spending accounts, short-term and long-term disability, life insurance, employee assistance programs, health and wellness awards, generous paid time off, tuition reimbursement, employee discounts and more.
• Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans