Aviation Charter Services Specialist

Job Description

Job Description

Are you ready to become part of a great team? Join us at Air New England , a celebrated Part 135 charter company, and Symphony Private Jets , our luxury charter brokerage. We are expanding our team and searching for a motivated, dependable individual who takes pride in their work, genuinely enjoys taking care of clients, and wants to grow within the aviation industry. Our clients choose private aviation for more than transportation. They expect an experience that is seamless, responsive, professional, and personal . The full-time Aviation Charter Services Specialist plays a critical role in delivering that experience from the initial inquiry through the completion of each flight.

Position Scope

The Aviation Charter Services Specialist manages all aspects of private charter trips, including client communication, quoting, scheduling, flight operations, and logistics coordination. This is not simply a customer service or scheduling position . The successful candidate will have a genuine understanding of aviation and be comfortable working closely with pilots, clients, brokers, and other aviation professionals.

Aviation knowledge is essential to this role. Candidates should understand basic principles of flight and be comfortable with aviation terminology, aircraft operations, weather, flight planning, airports, and the factors that can affect a flight. Exceptional customer service is equally important. The ideal candidate understands that luxury service means anticipating client needs, communicating proactively, solving problems before they become problems, and taking ownership of the experience.

We are looking for someone who is dependable, proactive, detail-oriented, service-minded, and genuinely committed to being part of the team .

Duties & Responsibilities

• Serve as a primary point of contact for clients and brokers, providing prompt, professional, and knowledgeable responses by phone and email.
• Deliver exceptional customer service at every stage of the client experience , from the initial inquiry through the completion of the flight.
• Anticipate client needs and proactively address potential issues before they affect the passenger experience.
• Maintain consistent communication with clients and brokers regarding flight status, delays, changes, weather considerations, and other operational matters.
• Respond to client requests with a strong sense of urgency while maintaining accuracy and attention to detail.
• Treat every client interaction as an opportunity to build trust and demonstrate the professionalism of Air New England and Symphony Private Jets.
• Develop tailored charter solutions based on client travel preferences, requirements, and operational considerations.
• Generate accurate and thorough travel quotes, ensuring all applicable costs, taxes, fees, and profit margins are properly considered.
• Manage all aspects of flight operations, including planning, scheduling, and coordination of fuel, FBO services, catering, ground transportation, and other trip logistics.
• Coordinate closely with pilots and operations personnel to ensure each flight is properly planned and supported.
• Monitor flights using real-time tracking systems and remain prepared to respond quickly to diversions, delays, weather concerns, or other operational changes.
• Understand and communicate operational considerations clearly and appropriately to clients, brokers, pilots, and internal team members.
• Ensure passenger, routing, aircraft, scheduling, and logistical information is accurate and up to date.
• Ensure aircraft and trip details are properly prepared and presented to meet company standards.
• Take ownership of client and operational issues through resolution rather than simply passing problems to someone else.
• Identify potential operational or customer-service issues before they become larger problems and take appropriate action or escalate when necessary.
• Follow through on commitments and ensure requests are completed rather than simply acknowledged.
• Support fellow team members with active trips and operational needs as necessary.
• Provide coverage and assistance when needed, including during evenings, weekends, holidays, and periods of increased operational activity.
• Assist with data entry and administrative responsibilities as needed.
• Maintain accurate records and follow established company procedures.
• Take on additional responsibilities as needed to support the team, operation, and client experience.
  

What We're Looking For
Aviation Knowledge. Aviation knowledge matters in this position . We are looking for someone who understands that charter coordination is an aviation operation.

• Aviation background or education required.
• Flight experience is strongly preferred, including private pilot training, commercial flight experience, or other hands-on aviation experience.
• Working understanding of basic principles of flight.
• Comfortable with aviation terminology and concepts.
• Understanding of aircraft operations, performance, weather, flight planning, navigation, airports, and other factors that can affect a flight.
• Ability to communicate effectively with pilots and understand operational information well enough to make informed decisions and provide accurate information to clients and brokers.
  

Exceptional Customer Service
Exceptional customer service is at the heart of this position . We are looking for someone who genuinely enjoys taking care of people and understands that the small details matter.

• Takes pride in providing an exceptional experience for every client.
• Understands the difference between simply answering a request and taking care of a client .
• Anticipates client needs rather than waiting to be asked.
• Communicates proactively and understands that timely communication is an essential part of luxury service.
• Responds quickly and professionally, particularly when circumstances change.
• Remains calm, courteous, and solution-oriented when dealing with challenging situations.
• Takes ownership of problems and looks for solutions rather than excuses.
• Follows through from beginning to end.
• Understands that every interaction reflects on the company and our brand.
• Takes pride in being someone clients, brokers, and coworkers can rely on.
  

Teamwork & Work Ethic
We are looking for someone who genuinely wants to be part of the team , not someone who simply wants to complete a list of assigned tasks.

• Dependable and accountable.
• Takes initiative and looks for what needs to be done without always waiting to be asked.
• Willing to step in and assist teammates when needed.
• Understands that charter operations are a team effort and that everyone's work affects the client experience.
• Willing to assist with responsibilities outside of their normal routine when necessary to support the operation.
• Approaches challenges with a positive, professional attitude.
• Communicates openly and respectfully with teammates, supervisors, pilots, clients, brokers, and employees of our sister companies.
• Comfortable receiving feedback and continually looking for ways to improve.
• Takes pride in doing things correctly, even when no one is watching.
• Understands that “that’s not my job” is not the mindset we are looking for .
  

Required Skills / Abilities

• Aviation background or education required.
• Flight experience strongly preferred.
• Strong understanding of basic aviation principles and terminology.
• Strong verbal and written communication skills.
• Exceptional customer service skills.
• Strong attention to detail.
• Ability to prioritize multiple time-sensitive responsibilities in a fast-paced operational environment.
• Ability to remain calm and professional when plans change unexpectedly.
• Strong problem-solving and decision-making skills.
• Ability to work independently while remaining highly collaborative with the team.
• Strong computer skills and ability to learn and utilize multiple operational systems.
• Must pass an initial drug test and background check to receive a Portsmouth International Airport badge.
• This hybrid role requires commuting to our Portsmouth, NH office 3–5 days per week .

Perks / Benefits

• Collaborative and enjoyable team environment
• Varied work schedule
• Ongoing training and professional development opportunities
• Health and vision insurance
• HSA
• Short-term disability insurance
• 401(k) after 90 days, with up to 3% company match
• 80 hours of vacation
• Up to 56 hours of paid sick time
• Competitive hourly rate 
• Fun team outings
• Opportunities for growth within the company
  

Our Expectations
We hold ourselves to a high standard because our clients expect a high standard.
The person in this position should be someone who shows up, follows through, communicates, takes ownership, supports their teammates, understands aviation, and genuinely cares about the people we serve. We don't expect every candidate to know everything on day one. We do expect a willingness to learn, contribute, ask questions, take feedback, and continuously improve. If you are passionate about aviation, take exceptional care of people, and want to be part of a team where your work genuinely matters, we would like to hear from you. Please contact us to learn more about the position.

Port City Air, and its subsidiaries, is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability or veteran status or any other characteristics protected by local, state, or federal laws, rules, or regulations. For more information visit -10/EEOC_KnowYourRights_screen_reader_10_20.pdf.

If you require reasonable accommodation in completing this application, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to Darlene Skiotis, Human Resources