Aviation Customer Service Representative

Robinson Aviation • East Haven, CT

18d • $20 - $21 • Onsite

About The Position

Robinson Aviation is seeking a hospitality- and aviation-minded Customer Service Representative (CSR) to join their team full-time. The CSR is the face of Robinson Aviation and the vital connection between our customers and our Line Service department. You will greet pilots, flight crews, and passengers; coordinate aircraft services and concierge requests; communicate with crews and line personnel by radio; and process customer billing. This position involves access to privileged information about our clients and their travel, requiring strict confidentiality practices. The CSR reports to the Customer Service Manager.

Requirements

• At least 18 years of age.
• High school diploma or equivalent.
• Authorized to work in the United States.
• Valid driver's license with no prior suspensions.
• Ability to obtain and maintain an airport-issued Security Identification Display Area (SIDA) badge, which requires a TSA fingerprint-based background check.
• Proficiency with standard office software (Microsoft Office, e-mail) and the ability to learn FBO-specific software.
• Strong verbal and written communication skills, a positive customer-first attitude, and the ability to multitask in a busy, customer-facing environment.
• Professional appearance and demeanor at all times. Uniform and grooming standards are enforced.
• Ability to remain standing or seated for extended periods and to occasionally lift and carry up to 25 lbs.

Nice To Haves

• Prior experience in hospitality, aviation, or transportation.
• Prior customer service experience.
• Knowledge of the phonetic alphabet, aircraft types, and FBO operations.
• Associate's degree or higher.

Responsibilities

• Provide exceptional, courteous, and professional service to every customer, every time, consistent with Robinson Aviation standards.
• Serve as the link between customers and Line Service, working cooperatively with line personnel and pilots so that every customer need is identified, communicated, and fulfilled promptly.
• Communicate professionally with flight crews and line service personnel over two-way radio, following established FBO communication protocols.
• Arrange hotel accommodations, catering, and rental car reservations for inbound and outbound clients, ensuring accuracy and timeliness.
• Process customer billing and invoicing accurately using industry-standard FBO software, in accordance with company training and procedures.
• Handle a high volume of phone calls and e-mail with attention to detail and a friendly, professional manner.
• Maintain the cleanliness and professional appearance of the lobby and lounge throughout the day, including restocking the coffee area and checking that lavatories are clean, stocked, and neat several times per shift.
• Complete closing duties, including balancing daily sales reports and providing clerical support to on-duty managers.
• Work assigned shifts as scheduled; requests to work more, fewer, or different hours must be approved by management in advance.
• Perform other duties as assigned by management.

Benefits

• $19.50 – $21.00 per hour with overtime paid at 1.5 times the regular rate for hours worked over 40 in a workweek.
• Monthly fuel commissions based on fuel sales.
• Additional compensation for after-hours support and duties.
• Company-sponsored medical, dental, and vision insurance.
• 40 Hour Floating Holiday Pay and PTO accrual.
• Company-sponsored 401(k) with matching - eligible after 6 months, fully vested after one year.
• Benefits eligibility begins after a 90-day probationary period. Health insurance is available the first of the month following 30 days of employment.

What This Job Offers

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