Flight Follower/Customer Service Representative

Job Description

Job Description

Description:

Join Kalitta Charters, a family-owned aviation organization built on decades of safety, service, and operational excellence. As a Charter 135 Flight Follower, you will help keep complex passenger, cargo, and air-ambulance missions moving safely and efficiently by coordinating aircraft, crews, customers, maintenance, and logistics. This on-site role is ideal for a detail-oriented professional who communicates clearly, stays composed in a fast-paced environment, and takes pride in supporting a collaborative team. 

  Your responsibilities will include:

• Coordinate aircraft, crew, and location information to support safe, efficient flight operations.
• Communicate professionally with customers, flight crews, maintenance teams, vendors, and internal partners by phone and email.
• Prepare trip quotes based on aircraft and crew availability and established pricing guidelines.
• Monitor active trips and coordinate routing changes to support on-time performance.
• Source air and ground transportation resources within time-sensitive operational constraints.
• Enter, update, and track trip details accurately in Avianis or other flight-following systems.
• Arrange transportation and accommodations for passenger, cargo, and air-ambulance missions.
• Coordinate customs, international permits, ground handling, and maintenance constraints, including timely requests for landing and overflight permits.
• Maintain accurate dispatch reports, aircraft records, and restricted-access files in accordance with company procedures and applicable requirements.
• Manage multiple priorities while delivering responsive, service-focused support.
• Be accountable for Safety and ensure compliance with the with the Safety Management System 

Benefits:  

Awarded 2026 Top Employee Benefits 

Employer Provided:

• Short Term Disability
• Employee Assistance Program (EAP)
• Basic Life Insurance with Accidental Death & Dismemberment Insurance
• Travel Assistance Program
• Cancer Expert Now
• Fidelity 401K with match

Additional Employee Elective:

• BCBS – Medical 500 PPO and 1000 PPO options, Dental PPO, Prescription, Telehealth
• Eye Med - Vision
• Flexible Spending Account – Medical and Dependent Care
• Long Term Disability
• Life Insurance for Employee, Spouse, and Child
• Accident and Critical Illness Insurance for Employee, Spouse, and Child
• Hospital Indemnity for Employee, Spouse, and Child
• Met Law Coverage
• Nationwide Voluntary Pet Insurance

  Education Requirements:

• High school diploma or GED required.
• Aviation, dispatch, logistics, customer service, or operations experience is preferred but not required.

Qualifications, Certificates, Licenses & Document Requirements:

• Valid, unrestricted driver’s license required when driving is an essential function of the position.

Knowledge, Skills & Abilities:

• Working knowledge of Microsoft Office, web-based systems, and common business technology.
• Ability to read, write, and communicate in English at the level needed to perform the essential functions safely and effectively.
• Strong organization, judgment, attention to detail, and follow-through.
• Reliable attendance and the flexibility to support a 24/7 operation.
• Ability to prioritize competing demands, protect confidential information, and work accurately under time pressure.
• Professional, ethical, and service-oriented approach.
• Clear written and verbal communication skills and the ability to build productive working relationships.
• Ability to collaborate effectively with people from varied backgrounds and across operational teams.

Physical Requirements:

The physical demands below are representative of those needed to perform the essential functions of this position, with or without reasonable accommodation.

• Regularly sit or stand, communicate, and use hands and fingers to operate a computer, telephone, and related office equipment.
• Occasionally lift or move up to 30 pounds.

Location Requirements:

• This is an on-site position based at Willow Run Airport (YIP) in Ypsilanti, Michigan.
• Remote work is not available for this role.
• Relocation assistance is not available.

Shift Requirements:

• Available schedules include second shift (1:00 p.m.–11:00 p.m.) and third shift (10:00 p.m.–8:00 a.m.).
• The standard schedule is four 10-hour workdays followed by three days off.
• Full-time availability is required, including assigned nights, weekends, and holidays.
• Overtime may be required based on operational needs and will be paid in accordance with applicable law.

Other Requirements:

• Must be at least 18 years of age
• Must be legally authorized to work in the United States

Compensation:

• Hourly pay range: $24.00–$28.00, based on relevant education, experience, skills, and other lawful job-related factors.
• The established pay scale includes opportunities for annual increases.