Customer Service Coordinator

CORPORATE FLIGHT MANAGEMENT INC • Smyrna, TN

21d • Onsite

About The Position

The Customer Service Coordinator manages system-wide flight disruptions using the Company’s operational systems and supports timely, accurate, customer-focused communication to internal and external stakeholders. The role coordinates passenger recovery across the network, working with the Systems Operations Center (SOC), Reservations, airport stations, and leadership teams. It anticipates passenger needs during delays, cancellations, and irregular operations (IROPs), and supports re-accommodations, service recovery, and customer communications.

The coordinator monitors connections, delays, and operational impacts; assists Reservations and Customer Care during peak call volumes and major recovery events; and supports VIP, group travel, and other special-handling situations. The role also coordinates alternate transportation and other recovery resources, develops and maintains training and process materials, and researches and reports on IROPs, customer impacts, service-recovery opportunities, and customer-service performance metrics. The position is based at Contour Aviation Headquarters in Smyrna, Tennessee, and may require travel up to 25% for planned station support and training. It includes rotating after-hours on-call coverage, including weekends and holidays, and requires availability by mobile phone or similar communication device as needed. The coordinator must follow company policies, procedures, safety standards, and customer-service expectations and perform other duties assigned by leadership.

Requirements

• Be at least 18 years of age.
• Be able to accept assignment at Contour Corporate Headquarters in Smyrna, Tennessee.
• Be willing to travel up to 25% of the time, primarily for planned station support and training.
• Have a high school diploma or GED equivalent.
• Be willing to participate in rotating after-hours on-call coverage, including weekends and holidays, and be accessible by mobile phone or similar communication device 24/7 as needed.
• Be able to negotiate and close.
• Have a valid driver’s license and a good driving record.
• Be legally authorized to work in the United States and able to travel in and out of the United States.
• Have experience and high proficiency with Microsoft Office 365, including Excel, Word, Outlook, and related software.
• Pass a required 10-year work-history review and submit to a criminal-history records check.
• Understand, read, and write English.
• Have polished, professional interpersonal skills, a positive attitude, and a customer-oriented mindset.
• Have strong leadership, interpersonal, organizational, and people skills, including the ability to work with a variety of personalities.
• Be able to coordinate multiple priorities, meet deadlines, handle interruptions, and work in a fast-paced environment.
• Maintain strong attention to detail; be self-motivated and able to motivate others.
• Have excellent interpersonal and conflict-resolution skills.
• Have strong analytical and problem-solving skills and strong supervisory and leadership skills.
• Have thorough knowledge of employment-related laws and regulations.
• Be able to manage multiple complex projects simultaneously.
• Have excellent written and verbal communication skills and communicate with tact and professionalism.
• Be able to work independently and as part of a team.
• Be able to work safely and professionally while adhering to regulatory requirements, including OSHA, EPA, state, and federal regulations.

Nice To Haves

• Experience with HRIS, LMS, or other training or knowledge-management systems.
• Knowledge of employment-related regulations, customer-service best practices, and operational compliance standards.
• Experience working for a Part 135 charter operation.
• Experience in luxury sales.

Responsibilities

• Coordinate and manage system-wide flight disruptions within Company operational systems, providing timely, accurate, customer-focused communication to internal and external stakeholders.
• Liaise among the Systems Operations Center (SOC), Reservations, airport stations, and leadership teams to support consistent passenger recovery across the network.
• Anticipate passenger needs during delays, cancellations, and irregular operations; coordinate re-accommodations, service recovery, and customer communication strategies.
• Monitor passenger connections, flight delays, and operational impacts to minimize disruption and improve the customer experience.
• Support Reservations and Customer Care during peak call volumes, disruption events, and large-scale recovery situations.
• Assist with VIP, group travel, and special-handling situations requiring elevated customer service and operational coordination.
• Maintain and coordinate alternate transportation resources and recovery plans for IROPs, including hotels, ground transportation, and other passenger recovery solutions.
• Create, maintain, and manage customer-service training materials, operational resources, and process documentation.
• Research, track, and report irregular-operations trends, customer impacts, and service-recovery opportunities to support continuous improvement.
• Monitor and report customer-service performance metrics, including guest impact, operational recovery effectiveness, and station performance trends.
• Maintain compliance with company policies, procedures, safety standards, and customer-service expectations.
• Perform additional duties as assigned by leadership.

Benefits

• Health, vision, and dental insurance.
• Short- and long-term disability insurance and voluntary life insurance, effective the first day of the month following the hire date.
• 401(k) savings plan, with eligibility beginning the first day of the month following the hire date and a Company matching contribution up to 6% of eligible compensation.
• Accrual of up to 56 hours of paid sick leave per year; unused hours roll over annually until the sick bank reaches 480 hours.
• Vested vacation hours available on January 1 following the hire date, subject to Company policies.
• Non-revenue/space-available travel privileges on Contour upon hire and access to MyID Travel after six months of service.
• Eligibility for medical leave, non-medical family care leave, maternity and paternity leave, and personal leave.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED