Customer Service Agent

Customer Service Agent

Location: Van Nuys, CA, US, 91406 Flexible Work Arrangement: Onsite Job Category: Customer Standards & Services Career Level: Professional

Since 1967, Jet Aviation has been crafting flight in its smoothest form. From one hangar in Basel, Switzerland, to over 5,000 employees, and some 50 locations worldwide. Aircraft Management, Aircraft Sales, Charter, Completions, Government Services, FBO, Fixed and Rotary Wing Maintenance, and Staffing. Behind every seamless Jet Aviation experience, is a team of dedicated professionals perfecting the art of flight. The artisans of aviation. The craft that brings our customers' journey to life. In the hangar, on the ground, and behind the scenes. Enabling global flight, with passion.

Position Summary: As a Customer Service Agent, you'll be the friendly face passengers and crew rely on throughout their journey at our Jet Aviation FBO (Fixed-Based Operator). From arrival to departure, you'll be the go-to person for service requests, questions, feedback, and consistently delivering seamless, engaging, welcoming, and professional experiences.

Minimum Requirements:

• 1-2 years of experience in an FBO or customer service-related field (hospitality experience preferred).
• High School Diploma/GED or equivalent required.
• Proficient English language and communication skills.
• Ability to remain calm and effective under pressure.
• Strong customer orientation and excellent multi-tasking abilities.
• Flexibility to work shifts and adapt to changing schedules.
• Ability to work in various weather conditions and meet minimum physical requirements.
• Team-oriented mindset with a passion for delivering outstanding service.
• Must obtain an Airport ID Badge within 30 days of employment.
• Personal values aligned with Jet Aviation's core values (Trust, Honesty, Alignment, Transparency).

Main Responsibilities:

• Deliver exceptional service to new and existing customers, addressing billing inquires, service requests, suggestions and complaints in a warm and respectful manner.
• Resolve customer inquiries and complaints efficiently and fairly, while skillfully de-escalating tense situations.
• Perform generalist duties within the Customer Support/Operations function.
• Provide information about Jet Aviation's services, identifying opportunities to enhance customer relationships.
• Recommend and implement programs to support customer needs.
• Assist crew members with arrangements for hotels, ground transportation, catering, linens and other vendor services.
• Ensure compliance with all relevant airport and Jet Aviation policies, regulations and laws.
• Represent Jet Aviation professionally with industry groups, regulatory bodies, and the General Dynamics network.

Work Schedule and Compensation: Aviation operates on a dynamic schedulethings can change fast, and our success depends on team members who can adapt. We are looking for team members who thrive in a dynamic, around-the-clock operation and are open to working a flexible schedule to meet the needs of the operation, customers, and crews. We formally operate 24 hours daily, 7 days weekly. The afternoon shift (1:00 - 9:30 pm) will be the initial assignment, with the potential for changes over time as our business needs and opportunities evolve. Training for this role is expected to last approximately 46 weeks. During the training period, hours may differ from the assigned shift listed based on operational and training needs. Once initial training is successfully completed, you will transition to the assigned shift. The posted salary ranges will default to that of your regional location and will not include any premiums. The baseline range for this non-exempt position will be as follows: $24 - 25 hourly which is equivalent to $49,000 - $52,000 annually, plus a performance-based bonus up to 5% of annual salary.

Benefits/ Perks: Full time employees can enjoy selections from a comprehensive benefit package that fuels your passions both inside and outside of work. You can expect a wide array of financial, insurance, continued education and other employee benefits and perks:

• Financial Perks: Base hourly pay + overtime paid over 40 hours in one week; holiday pay + paid time off (including 3 floating holidays); 401(k) benefits $1 for $1 match up to 6%; General Dynamics Employee Discounts.
• Wellness and Health Perks: Multiple Medical, Dental & Vision insurance options for employees only or employee + additional family members; paid sick time; Employee Assistance Program; Wellness Programs; Health Awards.
• Performance Perks: Annual Merit Increase opportunity; annual bonus potential up to 5%.
• Continued Education Perks: Tuition Reimbursement for approved CE pursuits.

Physical Demands and Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to use hands and fingers, handle, or feel, or reach. The employee frequently is required to stand, walk or sit. The employee is occasionally required to climbs or balance, kneel, crouch or crawl. The employee must regularly lift and/or move up to 25 pounds. Specific vision required for this job include, close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust and focus. The work environment described here are representative of those an employee encounters while performing the essential functions of this job. The employee must be able to work in both a heavy maintenance environment and in upscale customer areas. The noise level in the work environment is usually moderate with occasional high volume when aircrafts arrive/depart. The employee is frequently exposed to vibration. Occasional fuel fumes may permeate the workplace. Employee must be willing and able to work in all types of weather conditions. The noise level in the work environment is usually loud. The Hangar environment may be extreme hot and cold during certain seasons of the year.

Additional Details: At Jet Aviation we believe in selecting the best candidates through a comprehensive and thoughtful process. If you are selected to move forward, you can expect a multistage interview process, including connections with team members and leaders. As a part of our commitment to safety and security, our selected candidate must successfully pass pre-employment requirements before finalizing employment. At Jet Aviation eligible employees can enjoy a comprehensive package that fuels your passions both inside and outside of work. Your health and well-being matter to us. That's why we offer a competitive benefit package that includes health, dental & vision insurance, matching 401(k), health savings and flexible spending accounts, short-term and long-term disability, life insurance, employee assistance programs, health and wellness awards, generous paid time off, tuition reimbursement, employee discounts and more. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans