Customer Service Coordinator (PT)

CORPORATE FLIGHT MANAGEMENT INC•Smyrna, TN

23d•Onsite

About The Position

Contour is a long-established aviation services company with a diverse range of capabilities. At Contour Airlines, our core values guide every action and decision. We are unwavering in our commitment to integrity and safety, which remains at the heart of all our business lines. Our team members exemplify an attitude of excellence, consistently striving to think like a customer. We believe there is strength in unity, and we work together as a team to achieve ambitious goals.

Requirements

Be at least 18 years of age.
Ability to accept assignment at the Contour Corporate Headquarters in Smyrna, TN.
Must have a high school diploma or GED equivalent
Must have experience and be highly proficient in Microsoft Office 365, Excel, Word, Outlook, and related software.
Able to pass a required 10-year work history review and submit to criminal history records check.
Must understand, read, and write English.
Possess polished and professional interpersonal skills with a positive attitude and a customer-oriented mindset.
Possess strong leadership, interpersonal and organizational skills.
Must have well-developed people skills and ability to work with a variety of personalities.
Able to coordinate multiple priorities and meet deadlines.
Able to handle interruptions and a fast-paced environment.
Maintain strong attention to detail.
Be self-motivated and able to motivate others
Excellent interpersonal and conflict resolutions skills.
Strong analytical and problem-solving skills.
Strong supervisory and leadership skills.
Thorough knowledge of employment-related laws and regulations.
Ability to manage multiple complex projects simultaneously.
Excellent communication skills both written and verbal delivered with tact and professionalism.
Ability to work independently and as part of a team.
Ability to work in a safe professional manner adhering to all regulatory requirements including OSHA, EPA, state, and federal regulations.

Nice To Haves

Ability to travel up to 25% of the time (primarily planned station support and training).
Experience with HRIS, LMS, or other training/knowledge-management systems preferred.
Knowledge of employment-related regulations, customer service best practices, and operational compliance standards preferred.
Experience working for a Part 135 Charter Operations preferred
Experience in luxury sales preferred

Responsibilities

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