Customer Service Representative

Job Description

Job Description

Our client is seeking Customer Service/Service Desk Representatives to support a fast-paced team responsible for coordinating travel and scheduling needs for pilots around the world. This role is ideal for someone who enjoys customer service, problem-solving, and working in a dynamic environment where priorities can change quickly.

The Flight Service Desk works closely with pilots, hotels, ground transportation providers, and internal teams to ensure travel arrangements are coordinated accurately and efficiently.

What You’ll Do:

• Coordinate hotel accommodations and ground transportation for pilots
• Make travel arrangements and handle day-of or last-minute changes
• Communicate directly with hotels, transportation providers, and other vendors
• Respond to unexpected changes related to aircraft maintenance, pilot illness, schedule changes, and other operational needs
• Make phone calls to confirm reservations and arrangements
• Monitor and manage incoming requests through a team queue
• Prioritize time-sensitive requests while maintaining accuracy and quality
• Communicate closely with team members through Microsoft Teams
• Provide excellent customer service in a fast-paced, operational environment

Schedule & Training

• Day Shift: Starting at 6:00 AM
• Night Shift: Starting at 6:00 PM
• 8-hour shifts
• Some weekend shifts are required

What We’re Looking For

The ideal candidate will have:

• Previous experience in the airline, travel, hospitality, or transportation industry preferred
• Experience coordinating travel, hotels, transportation, or similar arrangements preferred
• Strong customer service experience
• Excellent verbal and written communication skills
• Comfort making frequent phone calls to hotels and vendors
• Ability to remain calm and organized when plans change unexpectedly
• Strong attention to detail and follow-through
• Ability to prioritize multiple time-sensitive requests
• A positive, go-getter attitude
• Strong teamwork and collaboration skills
• Ability to work effectively in a fast-paced, real-time operational environment