Client Experience Representative

Title: Client Experience Representative Location: Greenfield, IN Reports to: Client Experience Manager or FBO Manager Brief Description Jet Access is a family‑owned, professionally operated private aviation company. Everything private aviation lives here: aircraft management, charter, maintenance, sales, flight training, FBO services, and charter brokerage. We were the first to bring every sector of private aviation under one brand, and the best of what we are building is still ahead of us. But here is what you really need to know: the energy at Jet Access is different, and you will feel it from day one. We move with purpose and intensity, thinking strategically, acting decisively, and tackling challenges head‑on. This is not a place for coasting. We expect excellence, ownership, and the drive to do things right even when it is harder. We push hard because we genuinely want to elevate the lives of our clients, our aircraft owners, and the people right next to us. Growth is not just happening around us. We are driving it together. Bring your energy, your expertise, and your commitment to excellence and expect us to meet you with the same. You will have a voice, a real seat at the table, and the opportunity to grow in a company that is genuinely invested in your future. Expect it all. Our Core Values Safety First. Above all else, we operate with the safety of our Team Members, clients, and guests as our top priority. No exceptions, no shortcuts. Do the Right Thing for the Long Term. We act ethically, think strategically, and make decisions built for the future. Our Team Members are empowered to choose the harder right over the easier wrong. Take Care of Each Other. When we take care of our people, our people take care of our clients and each other. We show up, listen first, and lift each other up. Relationships Matter. Our relationships with Team Members, clients, vendors, and the communities we serve are the foundation of our success. We keep our word and build trust one interaction at a time. Maintain Positivity. We celebrate wins, lift each other up, and bring optimism and solutions to every challenge. The energy we create together is a choice, and we choose well. Your Competitive Edge Base pay range of $20.00 - $22.00 per hour, paid bi‑weekly. Overtime pay for all hours over 40. FLSA Classification: Non‑Exempt. Our commitment to "Take Care of Each Other" shows up in everything we offer: generous benefits, competitive wages, paid vacation and holidays, excellent training programs, and discounted flight training. You will join a tight‑knit family where leadership is compassionate, transparent, and empowers you to achieve success, both for the business and your personal growth. Where You Make Your Mark The Client Experience Representative is the welcoming face and voice of Jet Access, delivering personalized, white‑glove service to every client who walks through our doors. This role sits at the intersection of hospitality, operations, and relationship‑building, ensuring that each interaction reflects the premium standard our clients expect. Through genuine warmth, operational precision, and a solutions‑first mindset, the Client Experience Representative strengthens client loyalty and elevates the Jet Access brand. Client Experience and Relationship Building Deliver proactive, personalized service to all general aviation clients, anticipating needs and preferences before they are expressed. Create memorable moments through genuine hospitality, warmth, and attention to detail that make clients feel valued and cared for. Build lasting relationships with clients by learning their preferences, remembering important details, and consistently exceeding expectations. Respond to client questions and resolve concerns with composure, empathy, and a solutions‑focused approach. Serve as a trusted concierge, ensuring every client interaction reflects the premium Jet Access experience. Premium Concierge and Service Coordination Coordinate white‑glove concierge services including luxury hotel accommodations, catering arrangements, and ground transportation. Anticipate special requests and requirements, proactively offering solutions that enhance the client's journey. Educate clients on available services, promotions, and loyalty programs in a consultative and respectful manner. Identify opportunities to elevate the client experience through personalized touches and thoughtful recommendations. Maintain proactive communication with clients throughout their visit to ensure seamless service delivery. Operational Coordination and Safety Coordinate essential aircraft services including fueling, GPU, lavatory service, and hangar storage with precision and timeliness. Communicate effectively via air‑to‑ground and ground‑to‑ground radio systems to support smooth operations. Collaborate closely with Line Service Technicians to deliver coordinated, efficient service that prioritizes client satisfaction. Ensure all FBO operations adhere to the highest safety standards and applicable regulatory requirements. Maintain a pristine, welcoming environment that reflects Jet Access standards for all clients, Team Members, and visitors. Financial Operations and Revenue Support Process client transactions through Point of Sale systems with accuracy, efficiency, and professionalism. Generate and reconcile client invoices and aging reports with meticulous attention to detail. Identify natural opportunities to enhance the client experience while supporting revenue growth. Maintain thorough knowledge of pricing, promotions, and service offerings to provide clients with accurate information. Support financial processes that enable smooth operations and consistent service delivery. Continuous Improvement and Team Contribution Share client feedback and insights with leadership to drive ongoing improvement in service delivery. Stay current on aviation industry trends and FBO best practices, bringing fresh perspectives to the team. Contribute to a positive, collaborative team culture that supports operational excellence and shared accountability. Serve as an ambassador for Jet Access values, ensuring every client interaction reflects our commitment to quality and care. Complete special projects and initiatives as needed, embracing opportunities to contribute to Jet Access's continued growth and success. The Skills You Carry In High school diploma or GED equivalent required. Valid state driver's license required. Exceptional interpersonal, verbal, and written communication skills with natural warmth and professionalism. Strong attention to detail with the ability to multitask in a fast‑paced environment without compromising service quality. Proficient computer skills with the ability to learn new systems quickly; experience with Point of Sale platforms is a plus. Team‑oriented approach with the ability to collaborate seamlessly across departments. Professional appearance, demeanor, and commitment to representing the Jet Access brand with integrity. Deep alignment with Jet Access core values and a genuine passion for hospitality and client service. Ability to pass a background check and pre‑employment screening. What This Role Asks Of You This is a fully on‑site role based at various Jet Access FBO locations; remote work is not available. Physical demands include extended periods of standing, walking, and light lifting as part of daily service operations. A valid state driver's license is required for this role. Some travel between locations may be required based on operational needs. How You Engage You bring composure and emotional resilience to high‑pressure situations, maintaining warmth and professionalism regardless of circumstances. You communicate clearly and confidently with clients, guests, and fellow Team Members, adjusting your style to meet each person where they are. You receive feedback gracefully, treating it as an opportunity to improve and grow rather than a personal critique. You build genuine relationships with clients and teammates, following through on commitments and earning trust over time. You consistently show up with the energy and optimism that reflects the Jet Access culture, making the experience better for everyone around you. What The Days Look Like Schedule is variable based upon location, with standard FBO operating hours as the baseline. On‑call availability, evening hours, and weekend shifts will be required to support operational needs. This role requires strong time discipline and consistent follow‑through on both client‑facing and administrative responsibilities. Flexibility is essential -- scheduling needs shift with traffic patterns, client activity, and seasonal demand. Attendance and active participation in team meetings and L10 sessions are expected. What Sets You Apart Previous client service experience in luxury hospitality, high‑end retail, or premium service environments. FBO or general aviation industry experience with familiarity of aircraft operations and ramp etiquette. Hands‑on experience with Point of Sale systems, particularly X1 FBO, and financial reconciliation workflows. Demonstrated track record of building lasting client relationships and generating repeat business. Multilingual capabilities to serve a diverse clientele. Jet Access Group and affiliated companies are an Equal Opportunity Employer committed to diversity and inclusion in our workplace. Employment decisions are based solely on the qualifications and merit of the individual candidate and needs of the business, without discrimination on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non‑disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. #J-18808-Ljbffr