Customer Service Representative (Overnight)

Hillwood•Fort Worth, TX

3d•Onsite

About The Position

Alliance Aviation Services (AAS), a Fixed Base Operator at Perot Field Fort Worth Alliance Airport in Fort Worth, Texas, is seeking a polished, professional, and enthusiastic Customer Service Representative. Reporting to the Customer Experience Manager, the CSR delivers customer service while supporting administrative and operational duties in a fast-paced, team-oriented environment. The role interacts with pilots, crew members, passengers, and internal stakeholders, helping provide safe, seamless, and hospitable aviation experiences. The position covers front-desk and guest services, administrative and logistics coordination, overnight financial reconciliation, travel support, sales and event assistance, and airport security support. The representative also helps maintain customer vehicles and facilities, coordinate services and travel, process transactions, and assist with training new representatives.

Requirements

High school diploma or equivalent.
At least 3 years of customer service experience.
Strong command of Microsoft Office tools, including Word, Excel, Outlook, and PowerPoint.
Exceptional verbal and written communication skills and a professional, customer-first attitude.
Ability to communicate clearly and calmly in person, by phone, and over radio, including under pressure.
Ability to multitask efficiently in a fast-paced, service-driven environment.
Excellent organization, attention to detail, and task-prioritization skills.
Strong time management and a proactive approach to completing work.
Discretion and professionalism when interacting with VIP clientele.
Versatility and composure in dynamic settings and when handling last-minute requests.
Team-oriented, self-motivated approach and commitment to high standards.

Nice To Haves

Customer service experience in aviation, hospitality, or luxury service environments.
Exposure to aviation operations or prior experience at a Fixed Base Operator (FBO).
Experience in high-volume or fast-paced environments requiring multitasking and client engagement.
Familiarity with Salesforce or comparable CRM systems.
Familiarity with scheduling platforms and service coordination tools.
Operational experience with VHF and two-way radios.
Bilingual proficiency.

Responsibilities

Greet and assist guests at the FBO with warmth and professionalism, serving as the first point of contact.
Provide VIP planeside greetings with carpet service.
Maintain clean, organized, and welcoming facilities and amenities.
Answer incoming calls and emails promptly and courteously and resolve inquiries.
Create memorable guest experiences through attention to detail and creativity.
Retrieve and distribute incoming mail throughout the facility.
Receive, communicate, and ensure completion of fuel and service requests.
Communicate with team members and customers using two-way radios.
Enter customer data and service details into TAS, FlightBridge, Salesforce, or other systems.
Organize and maintain internal documents, reports, and logs.
Invoice customers and collect payment for services in a timely manner.
Reconcile vendor billing and commissions and place orders.
Perform daily bookkeeping, general accounting, and reconciliation activities.
Process fuel sales, military receipts, and related documentation according to company procedures.
Reconcile cash, credit card, and petty cash transactions and investigate and resolve discrepancies.
Assist with overnight reporting, recordkeeping, and administrative closeout.
Maintain and clean crew cars provided for customer use.
Wash and service base customer vehicles.
Manage rental vehicle reservations, contracts, and check-in processes on behalf of rental agencies.
Assist customers with accurate and timely catering orders.
Support travel arrangements, including hotel accommodations, ground transportation, and charter coordination.
Offer proactive recommendations and assistance tailored to guest preferences.
Contribute to marketing initiatives and promotional campaigns.
Assist with the coordination and operations of NASCAR, philanthropic, and industry events.
Represent AAS at special events while minimizing disruption to normal operations.
Assist with airport security and the security of customers, their assets, and team members.
Collaborate on continuous improvement and operational excellence.
Assist in training and onboarding new Customer Service Representatives.
Perform additional duties as assigned to support FBO operations.