Customer Service Agent

Location: West Palm Beach, FL 33406 – Onsite

About the role

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.

Responsibilities

• Deliver exceptional service to new and existing customers, addressing billing inquiries, 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.

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.

Physical Demands and Work Environment

• Regularly required to use hands and fingers, handle, or feel, or reach.
• Frequently required to stand, walk, or sit.
• Occasionally required to climb or balance, kneel, crouch, or crawl.
• Must regularly lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Must be able to work in both a heavy maintenance environment and in upscale customer areas.
• Noise level in the work environment is usually moderate with occasional high volume when aircraft arrive/depart.
• Frequently exposed to vibration; occasional fuel fumes may permeate the workplace.
• Must be willing and able to work in all types of weather conditions.
• The hangar environment may be extremely hot or cold during certain seasons of the year.

Schedule

Aviation operates on a dynamic, around-the-clock schedule. The 2nd shift (afternoon 2 pm - 10 pm or 3 pm - 11 pm) will be the initial assignment, with potential changes over time as business needs evolve. Training lasts approximately 4–6 weeks; hours during training may differ from the assigned shift based on operational and training needs.

Pay

Baseline hourly range: $21 - $22 (equivalent to $43,000 - $45,000 annually) for this non-exempt position, plus a performance-based bonus up to 5% of annual salary.

Benefits

• Financial Perks: Overtime pay after 40 hours in one week; holiday pay; paid time off (including 3 floating holidays); 401(k) with $1 for $1 match up to 6%; General Dynamics employee discounts.
• Wellness and Health Perks: Multiple medical, dental, and vision insurance options; 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 continuing education pursuits.