Customer Service Representative

Customer Service Representative

Alliance Aviation Services (AAS) is a premier, award-winning Fixed Base Operator (FBO) located at Perot Field Fort Worth Alliance Airport in Fort Worth, Texas. Strategically positioned within one of the nation's most dynamic aviation hubs, AAS provides comprehensive ground support and concierge-level services to a diverse clientele—including civilian, military, and cargo operators.

With a strong reputation built on operational excellence, AAS combines world-class customer service with cutting-edge facilities designed to meet the needs of pilots, passengers, and military personnel alike. Whether supporting complex cargo logistics or welcoming VIP guests, the Alliance team is committed to delivering seamless, safe, and superior aviation experiences. Our focus on precision, hospitality, and continuous innovation ensures that every arrival and departure is handled with exceptional care and attention.

Position Summary:

AAS is seeking a polished, professional, and enthusiastic Customer Service Representative (CSR) to join our team in Fort Worth, TX. Reporting to the Customer Experience Manager, the CSR plays a vital role in delivering world-class customer service while performing key administrative and operational duties. This fast-paced, team-oriented environment demands a detail-driven and customer-focused individual who consistently demonstrates professionalism, courtesy, and adaptability in interactions with pilots, crew members, passengers, and internal stakeholders. As a frontline ambassador, the CSR is instrumental in shaping memorable aviation experiences that reflect our commitment to excellence and hospitality.

Responsibilities:

• Serve as the first point of contact, creating lasting impressions through service excellence.
• Greet and assist guests at the FBO with warmth and professionalism.
• Provide VIP planeside greetings with carpet service, ensuring an elevated arrival experience.
• Maintain clean, organized, and welcoming facilities and amenities.
• Answer incoming calls and emails promptly and courteously, efficiently resolving inquiries.
• Utilize creativity and attention to detail to create memorable experiences for guests.

• Support smooth operations with precise documentation and resource management.
• Retrieve and distribute incoming mail throughout the facility.
• Accurately receive, communicate and ensure completion of fuel and service requests
• Communicate with use of two-way radios with team members and customers.
• Input customer data and service details into systems such as TAS, FlightBridge, and Salesforce.
• Organize and maintain internal documents, reports, and logs.
• Accurately invoice and collect payment for services rendered in a timely manner.
• Reconcile vendor billing and commissions and place orders.

• Facilitate seamless guest experiences and personalized travel solutions.
• Maintain and clean crew cars provided for customer use.
• Wash and service base customer vehicles, ensuring optimal presentation.
• Manage rental vehicle reservations, contracts, and check-in processes on behalf of rental agencies.
• Assist customers in placing accurate and timely catering orders.
• Support travel arrangements, including hotel accommodations, ground transportation and charter coordination.
• Provide proactive recommendations and assistance tailored to guest preferences.

• Promote services and support major aviation events with professionalism.
• Contribute to marketing initiatives and promotional campaigns.
• Assist with the coordination and operations of premier events such as NASCAR, philanthropic and industry events.
• Represent AAS during special events with poise and attention to detail while ensuring minimal disruption to normal operations.

• Assist in the security of the airport, our customers, their assets and our team members.
• Contribute to ongoing excellence through collaboration and continuous improvement.
• Assist in training and onboarding new Customer Service Representatives.
• Perform additional duties as assigned to support the FBO's operational success.

Required Skills and Abilities:

• Strong command of Microsoft Office tools (Word, Excel, Outlook, PowerPoint) for document handling and communication.
• Familiarity with Salesforce or comparable CRM systems to manage customer relationships and workflow.
• Operational experience with VHF and two-way radios to ensure accurate, real-time communication across departments.
• Exceptional verbal and written communication with a professional, customer-first attitude.
• Ability to communicate clearly and calmly under pressure—whether in person, by phone, or over radio.
• Demonstrated ability to multitask efficiently in a fast-paced, service-driven environment.
• Excellent organizational habits with a keen eye for detail and task prioritization.
• Strong time management skills and a proactive approach to getting things done.
• High level of discretion and professionalism, especially when interacting with VIP clientele.
• Versatile and composed when working in dynamic settings or handling last-minute requests.
• Team-oriented with a self-motivated attitude and a commitment to maintaining high standards.

Education and Experience:

• High school diploma or equivalent required.
• Minimum of 3 years of experience in customer service, preferably in aviation, hospitality, or luxury service environments.
• Exposure to aviation operations or prior experience within a Fixed Base Operator (FBO) preferred.
• Experience working in high-volume or fast-paced environments where multi-tasking and client engagement are key to success.
• Familiarity with scheduling platforms, service coordination tools, or CRM systems such as Salesforce preferred.
• Bilingual proficiency preferred.

Benefits Highlights:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts (FSA)
• Health Savings Accounts (HSA)
• Vacation time
• Sick time
• Holidays
• Paid family caregiver leave
• Mental health and wellness resources
• Life Insurance
• Disability Insurance
• 401(k) with company match
• Tuition assistance
• Additional programs to support Associates and their families

EEO Statement:

Hillwood is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.