Customer Service Agent

Position Summary As a Customer Service Agent, you will be the friendly face passengers and crew rely on throughout their journey at our Jet Aviation FBO. From arrival to departure, you will be the go-to person for service requests, questions, feedback, and consistently delivering seamless, engaging, welcoming, and professional experiences. Qualifications 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). Responsibilities Deliver exceptional service to new and existing customers, addressing billing inquiries, 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 schedule—things can change fast, and our success depends on team members who can adapt. We want 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 2nd shift (afternoon 2 pm‑10 pm or 3 pm‑11 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 4‑6 weeks. During the training period, hours may differ from the assigned shift 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 is $21‑22 hourly, equivalent to $43,000‑$45,000 annually, plus a performance‑based bonus up to 5% of annual salary. Benefits Financial Perks: Base hourly pay plus overtime over 40 hours in one week; holiday pay and paid time off (including 3 floating holidays); 401(k) with a $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 employees plus 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. Employee must use hands and fingers, handle, feel or reach. Employee frequently must stand, walk or sit; occasionally must climb or balance, kneel, crouch or crawl. Employee must regularly lift and/or move up to 25 pounds. Specific vision required: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust and focus. Employee must be willing and able to work in all types of weather conditions. The work environment includes both a heavy maintenance environment and upscale customer areas. Noise levels are usually moderate with occasional high volume when aircraft arrive/depart. The hangar environment may be extreme hot and cold during certain seasons of the year. Employees may be exposed to vibration, fuel fumes and other typical aviation hazards. Application Process At Jet Aviation we believe in selecting the best candidates through a comprehensive and thoughtful process. Selected candidates will undergo a multi‑stage interview process, including connections with team members and leaders, and must successfully pass pre‑employment requirements before finalizing employment. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans #J-18808-Ljbffr