Representative, Customer Service (ILM FT)

Representative, Customer Service (ILM FT)

Wilmington, NC 28405

Overview

Salary Range $17.00 - $18.00 Hourly Position Type Full Time

Description

The Customer Service Representative (CSR) is responsible for delivering Modern Aviation's excellent service by providing exceptional, professional, and personalized support to private and corporate aviation customers. This role serves as the first point of contact for customers and flight crews, manages service requests, and ensures a positive, seamless experience within the FBO, even in fast?paced or high?pressure situations.

Customer Service Operations & Service Delivery

• Deliver proactive, personalized service to private and corporate aviation clientele
• Meet, greet, and assist passengers and flight crews with professionalism and care
• Arrange services including hotel accommodations, catering, and ground transportation
• Coordinate aircraft services such as fuel, hangar storage, and other operational requests
• Educate customers on available services, promotions, and programs
• Answer customer questions, resolve concerns, and provide service recovery as needed

Flight Coordination & Administrative Support

• Input trip details into scheduling software and update customer information as required
• Track flights using online databases to ensure timely service delivery
• Process customer invoices accurately and promptly
• Verify and coordinate service orders to support on?time departures
• Maintain strong working relationships with local service providers such as hotels, rental car agencies, and restaurants

Communication & Teamwork

• Communicate effectively via air?to?ground and ground?to?ground radio, phone, and email
• Use sound judgment to make timely decisions consistent with company policies and procedures
• Coordinate closely with Line Service, Operations, and leadership teams
• Maintain positive, collaborative working relationships with teammates
• Perform additional duties as assigned to support operational needs

Customer Experience & Facility Support

• Maintain lobby appearance, ensuring a clean, welcoming environment
• Keep snacks, beverages, and customer amenities stocked and presentable
• Represent the Modern Aviation brand with professionalism, positivity, and pride at all times

Qualifications

• Must be at least 18 years of age
• Valid driver's license
• Must have open availability as work hours may vary, including evenings, weekends, and holidays
• Strong verbal and written communication skills
• Intermediate proficiency with Microsoft Office products
• Strong multitasking, organizational, and decision?making skills
• Negotiation and sales skills
• Previous customer service experience preferred
• Basic knowledge of aircraft types and aircraft servicing practices preferred

Working conditions and physical demands for this role

This position operates primarily in a professional office environment and routinely uses standard office equipment such as computers, phones, and printers. The role also requires performing certain tasks outdoors in all types of weather conditions.

Note: The statements above are intended to describe the general nature and level of work being performed by people assigned to the job. They are not construed to be an exhaustive list of responsibilities, duties and skills required of personnel. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Predictive Index Assessment

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$17.00 - $18.00/hr. + benefits.

Modern Aviation is committed to providing equal employment opportunities to all qualified applicants and employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other status protected by applicable federal, state, or local laws. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions of the role.