Aviation Charter Services Specialist

Port City Air•Portsmouth, NH

3d•Hybrid

About The Position

The Aviation Charter Services Specialist plays a critical role in delivering a seamless, responsive, professional, and personal experience for clients of Air New England and Symphony Private Jets. This full-time position manages all aspects of private charter trips, including client communication, quoting, scheduling, flight operations, and logistics coordination. It requires a genuine understanding of aviation, comfort working with aviation professionals, and exceptional customer service skills. The ideal candidate is dependable, proactive, detail-oriented, service-minded, and committed to teamwork.

Requirements

Aviation background or education required.
Strong understanding of basic aviation principles and terminology.
Strong verbal and written communication skills.
Exceptional customer service skills.
Strong attention to detail.
Ability to prioritize multiple time-sensitive responsibilities in a fast-paced operational environment.
Ability to remain calm and professional when plans change unexpectedly.
Strong problem-solving and decision-making skills.
Ability to work independently while remaining highly collaborative with the team.
Strong computer skills and ability to learn and utilize multiple operational systems.
Must pass an initial drug test and be able to receive a Portsmouth International Airport badge.

Nice To Haves

Flight experience is strongly preferred, including private pilot training, commercial flight experience, or other hands-on aviation experience.
Working understanding of basic principles of flight.
Comfortable with aviation terminology and concepts.
Understanding of aircraft operations, performance, weather, flight planning, navigation, airports, and other factors that can affect a flight.
Ability to communicate effectively with pilots and understand operational information well enough to make informed decisions and provide accurate information to clients and brokers.
Takes pride in providing an exceptional experience for every client.
Understands the difference between simply answering a request and taking care of a client.
Anticipates client needs rather than waiting to be asked.
Communicates proactively and understands that timely communication is an essential part of luxury service.
Responds quickly and professionally, particularly when circumstances change.
Remains calm, courteous, and solution-oriented when dealing with challenging situations.
Takes ownership of problems and looks for solutions rather than excuses.
Follows through from beginning to end.
Understands that every interaction reflects on the company and our brand.
Takes pride in being someone clients, brokers, and coworkers can rely on.
Dependable and accountable.
Takes initiative and looks for what needs to be done without always waiting to be asked.
Willing to step in and assist teammates when needed.
Understands that charter operations are a team effort and that everyone's work affects the client experience.
Willing to assist with responsibilities outside of their normal routine when necessary to support the operation.
Approaches challenges with a positive, professional attitude.
Communicates openly and respectfully with teammates, supervisors, pilots, clients, brokers, and employees of our sister companies.
Comfortable receiving feedback and continually looking for ways to improve.
Takes pride in doing things correctly, even when no one is watching.
Understands that “that’s not my job” is not the mindset we are looking for.

Responsibilities

Serve as a primary point of contact for clients and brokers, providing prompt, professional, and knowledgeable responses by phone and email.
Deliver exceptional customer service at every stage of the client experience, from the initial inquiry through the completion of the flight.
Anticipate client needs and proactively address potential issues before they affect the passenger experience.
Maintain consistent communication with clients and brokers regarding flight status, delays, changes, weather considerations, and other operational matters.
Respond to client requests with a strong sense of urgency while maintaining accuracy and attention to detail.
Treat every client interaction as an opportunity to build trust and demonstrate the professionalism of Air New England and Symphony Private Jets.
Develop tailored charter solutions based on client travel preferences, requirements, and operational considerations.
Generate accurate and thorough travel quotes, ensuring all applicable costs, taxes, fees, and profit margins are properly considered.
Manage all aspects of flight operations, including planning, scheduling, and coordination of fuel, FBO services, catering, ground transportation, and other trip logistics.
Coordinate closely with pilots and operations personnel to ensure each flight is properly planned and supported.
Monitor flights using real-time tracking systems and remain prepared to respond quickly to diversions, delays, weather concerns, or other operational changes.
Understand and communicate operational considerations clearly and appropriately to clients, brokers, pilots, and internal team members.
Ensure passenger, routing, aircraft, scheduling, and logistical information is accurate and up to date.
Ensure aircraft and trip details are properly prepared and presented to meet company standards.
Take ownership of client and operational issues through resolution rather than simply passing problems to someone else.
Identify potential operational or customer-service issues before they become larger problems and take appropriate action or escalate when necessary.
Follow through on commitments and ensure requests are completed rather than simply acknowledged.
Support fellow team members with active trips and operational needs as necessary.
Provide coverage and assistance when needed, including during evenings, weekends, holidays, and periods of increased operational activity.
Assist with data entry and administrative responsibilities as needed.
Maintain accurate records and follow established company procedures.
Take on additional responsibilities as needed to support the team, operation, and client experience.