Customer Service Representative

Job Description

Job Description

Description:

Take-off with Pilatus! We are seeking a Customer Service Representative to support front desk operations and deliver exceptional service to pilots, passengers, customers, and visitors at our Westminster, MD facility. This role serves as a key point of contact for customers while coordinating services that support aircraft arrivals, departures, and maintenance activities. 

We are currently hiring for the following shifts: 

Afternoon Shift (PM)
Monday–Friday, 12:00 PM–8:00 PM with occasional weekends 

Essential Duties/Responsibilities

• Welcoming and assisting pilots, passengers, customers, vendors, and visitors in person and by phone
• Coordinating customer requests, aircraft services, catering, ground transportation, hotel accommodations, and rental vehicles
• Scheduling customer visits and communicating service requirements with Maintenance, Sales, and Line Service teams
• Preparing quotes, invoices, fuel transactions, and customer account documentation
• Supporting aircraft arrivals and departures through coordination with Line Service personnel
• Maintaining passenger lounges, conference rooms, and customer-facing facilities
• Processing mail, shipments, and administrative documentation
• Monitoring facility access and supporting after-hours customer service activities
• Collecting customer feedback and identifying opportunities to improve the customer experience
• Compliance with company procedures, safety requirements, and training expectations

Requirements:

• High school diploma or GED preferred
• Minimum 18 years of age
• Availability to work Monday through Friday, 12:00 PM–8:00 PM, with occasional weekend coverage as needed 
• 1–2 years of customer service, hospitality experience or related, aviation experience highly preferred
• Proficiency with Microsoft Office applications and general computer systems
• Strong communication, organization, customer service, and multitasking skills
• Positive attitude, professionalism, and willingness to learn
• Dependable work ethic and attention to detail 
• Availability to work assigned shifts and occasional weekends

What We Offer

• 11 paid holidays a year, plus 15 days of paid vacation time, and 6 days of paid sick/personal time to start with an increase to 20 days of paid vacation time after 5 years with Pilatus
• 90% of medical, dental, and vision premiums paid for single coverage and 80% for family coverage, averaging $9,600 annually
• Monthly health savings account (HSA) contributions totaling $2,250 for single coverage and $3,000 for family coverage annually
• 401(k) retirement plan matching up to 6%
• Life and long-term disability insurance premiums paid in full
• Tuition assistance available annually after the first year

The pay range is $19 - $21 per hour depending on experience. Pay rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.

Interested and qualified candidates should submit their applications as soon as possible. Please note that this announcement may be close at any time, early applications are encouraged.

With over 3,000 employees and about 200 apprentices at its headquarters in Stans, Switzerland, completion center in Broomfield, Colorado, and multiple service centers across Westminster, MD, Rock Hill, SC, Chamblee, GA and Sarasota, FL, the Pilatus family unites people from over 40 countries. We offer a secure, innovative, international, and sustainable work environment. Courage, vision, and outstanding performance have made us a strong company. Our culture is shaped by a high level of quality awareness, close customer relationships, and a high degree of employee commitment.

Pilatus Aircraft USA Ltd. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.