Customer Service Representative (Overnight)

Responsibilities

• Serve as the first point of contact, creating lasting impressions through service excellence.
• Greet and assist guests at the FBO with warmth and professionalism.
• Provide VIP planeside greetings with carpet service, ensuring an elevated arrival experience.
• Maintain clean, organized, and welcoming facilities and amenities.
• Answer incoming calls and emails promptly and courteously, efficiently resolving inquiries.
• Utilize creativity and attention to detail to create memorable experiences for guests.

Administrative and Logistics Coordination

• Support smooth operations with precise documentation and resource management.
• Retrieve and distribute incoming mail throughout the facility.
• Accurately receive, communicate and ensure completion of fuel and service requests.
• Communicate with use of two-way radios with team members and customers.
• Input customer data and service details into systems such as TAS, FlightBridge, and Salesforce.
• Organize and maintain internal documents, reports, and logs.
• Accurately invoice and collect payment for services rendered in a timely manner.
• Reconcile vendor billing and commissions and place orders.

Night Audit Reconciliation

• Perform daily bookkeeping, general accounting, and reconciliation activities to ensure financial accuracy and operational continuity.
• Process fuel sales and military receipts, and related documentation in accordance with company procedures.
• Reconcile cash, credit card, and petty cash transactions, investigating and resolving discrepancies as needed.
• Assist with overnight reporting, recordkeeping, and administrative closeout activities.

Guest Services and Travel Coordination

• Facilitate seamless guest experiences and personalized travel solutions.
• Maintain and clean crew cars provided for customer use.
• Wash and service base customer vehicles, ensuring optimal presentation.
• Manage rental vehicle reservations, contracts, and check-in processes on behalf of rental agencies.
• Assist customers in placing accurate and timely catering orders.
• Support travel arrangements, including hotel accommodations, ground transportation and charter coordination.
• Provide proactive recommendations and assistance tailored to guest preferences.

Sales, Marketing and Event Support

• Promote services and support major aviation events with professionalism.
• Contribute to marketing initiatives and promotional campaigns.
• Assist with the coordination and operations of premier events such as NASCAR, philanthropic and industry events.
• Represent AAS during special events with poise and attention to detail while ensuring minimal disruption to normal operations.

Cross-Functional Support

• Assist in the security of the airport, our customers, their assets and our team members.
• Contribute to ongoing excellence through collaboration and continuous improvement.
• Assist in training and onboarding new Customer Service Representatives.
• Perform additional duties as assigned to support the FBO’s operational success.

Required Skills and Abilities

• Strong command of Microsoft Office tools (Word, Excel, Outlook, PowerPoint) for document handling and communication.
• Familiarity with Salesforce or comparable CRM systems to manage customer relationships and workflow.
• Operational experience with VHF and two-way radios to ensure accurate, real-time communication across departments.
• Exceptional verbal and written communication with a professional, customer-first attitude.
• Ability to communicate clearly and calmly under pressure—whether in person, by phone, or over radio.
• Demonstrated ability to multitask efficiently in a fast-paced, service-driven environment.
• Excellent organizational habits with a keen eye for detail and task prioritization.
• Strong time management skills and a proactive approach to getting things done.
• High level of discretion and professionalism, especially when interacting with VIP clientele.
• Versatile and composed when working in dynamic settings or handling last-minute requests.
• Team-oriented with a self-motivated attitude and a commitment to maintaining high standards.

Education and Experience

• High school diploma or equivalent required.
• Minimum of 3 years of experience in customer service, preferably in aviation, hospitality, or luxury service environments.
• Exposure to aviation operations or prior experience within a Fixed Base Operator (FBO) preferred.
• Experience working in high-volume or fast-paced environments where multi-tasking and client engagement are key to success.
• Familiarity with scheduling platforms, service coordination tools, or CRM systems such as Salesforce preferred.
• Bilingual proficiency preferred.

Benefits Highlights

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts (FSA)
• Health Savings Accounts (HSA)
• Vacation time
• Sick time
• Holidays
• Paid family caregiver leave
• Mental health and wellness resources
• Life Insurance
• Disability Insurance
• 401(k) with company match
• Tuition assistance
• Additional programs to support Associates and their families

EEO Statement

Hillwood is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.