Customer Service Representative (Overnight)

Alliance Aviation Services•Fort Worth, TX

4d•Onsite

About The Position

Alliance Aviation Services (AAS), a Fixed Base Operator at Perot Field Fort Worth Alliance Airport, is seeking a professional and enthusiastic Customer Service Representative in Fort Worth, Texas. Reporting to the Customer Experience Manager, the CSR delivers customer service and performs administrative and operational duties in a fast-paced, team-oriented environment. The role serves pilots, crew members, passengers, and internal stakeholders, representing AAS's focus on hospitality, precision, and operational excellence. The position combines front-desk and guest services with administrative coordination, overnight financial reconciliation, travel assistance, event support, and cross-functional airport operations. Duties include welcoming guests, providing VIP planeside greetings, handling communications and service requests, maintaining facilities and vehicles, managing customer and service records, processing payments, reconciling transactions, coordinating travel and rental vehicles, supporting events, and assisting with security and staff onboarding.

Requirements

High school diploma or equivalent.
At least 3 years of customer service experience; aviation, hospitality, or luxury service experience is preferred.
Strong command of Microsoft Office tools, including Word, Excel, Outlook, and PowerPoint.
Familiarity with Salesforce or comparable CRM systems.
Operational experience with VHF and two-way radios.
Excellent 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.
Strong organizational skills, attention to detail, and ability to prioritize tasks.
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

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 scheduling platforms, service coordination tools, or CRM systems such as Salesforce.
Bilingual proficiency.

Responsibilities

Serve as the first point of contact and greet and assist guests professionally at the FBO.
Provide VIP planeside greetings with carpet service.
Maintain clean, organized, and welcoming facilities and amenities.
Answer incoming calls and emails promptly and resolve inquiries.
Create memorable guest experiences through attention to detail and creativity.
Retrieve and distribute incoming mail.
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 systems such as TAS, FlightBridge, and Salesforce.
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; 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.
Help customers place accurate and timely catering orders.
Support travel arrangements, including hotels, ground transportation, and charter coordination.
Offer recommendations and assistance tailored to guest preferences.
Contribute to marketing initiatives and promotional campaigns.
Assist with coordinating and operating aviation, NASCAR, philanthropic, and industry events.
Represent AAS at special events while minimizing disruption to normal operations.
Assist with airport security, including protection of customers, assets, and team members.
Collaborate on continuous improvement and operational excellence.
Assist with training and onboarding new Customer Service Representatives.
Perform additional duties as assigned to support FBO operations.