Representative, Customer Service 2nd Shift (2pm - 10pm)

Modern Aviation•Charlotte, NC

About The Position

The Customer Service Representative (CSR) delivers professional, personalized support to private and corporate aviation customers. As a first point of contact for customers and flight crews, the CSR manages service requests and helps create a positive, seamless experience within the FBO, including in fast-paced or high-pressure situations. The position combines customer service, flight coordination, administrative support, communication, and facility upkeep. It operates primarily in a professional office environment, while some tasks are performed outdoors in all types of weather. The stated shift is 2 p.m. to 10 p.m., though work hours may vary.

Requirements

Must be at least 18 years of age.
High school diploma or equivalent.
Valid driver's license.
Open availability, as work hours may vary and include evenings, weekends, and holidays.
Strong verbal and written communication skills.
Intermediate proficiency with Microsoft Office products.
Strong multitasking, organizational, and decision-making skills.
Negotiation and sales skills.

Nice To Haves

Previous customer service experience.
Basic knowledge of aircraft types and aircraft servicing practices.

Responsibilities

Deliver proactive, personalized service to private and corporate aviation clientele.
Meet, greet, and assist passengers and flight crews professionally and attentively.
Arrange hotel accommodations, catering, and ground transportation.
Coordinate aircraft services, including fuel, hangar storage, and other operational requests.
Educate customers about available services, promotions, and programs.
Answer customer questions, resolve concerns, and provide service recovery as needed.
Enter trip details into scheduling software and update customer information.
Track flights using online databases to support timely service delivery.
Process customer invoices accurately and promptly.
Verify and coordinate service orders to support on-time departures.
Maintain relationships with local service providers, including hotels, rental car agencies, and restaurants.
Communicate via air-to-ground and ground-to-ground radio, phone, and email.
Use sound judgment to make timely decisions consistent with company policies and procedures.
Coordinate with Line Service, Operations, and leadership teams.
Maintain positive, collaborative relationships with teammates.
Perform additional duties as assigned to support operational needs.
Maintain a clean, welcoming lobby and keep snacks, beverages, and customer amenities stocked and presentable.
Represent the Modern Aviation brand with professionalism, positivity, and pride.