Aviation Customer Service Coordinator: Irregular Ops

Corporate Flight Management; Smyrna (TN); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health, vision, and dental insurance

Short/long-term disability insurance

Voluntary life insurance

401(k) with company match up to 6%

Paid sick leave (56 hours/year)

Vacation hours vested after 1 year

NRSA travel privileges

Leaves of absence (medical, family, or

Personal leave

Job summary

Contour Aviation Headquarters in Smyrna, TN is seeking a customer service-focused professional for a full-time role at Contour Airlines. You will coordinate system-wide flight disruption responses and communicate clearly with SOC, Reservations, and stations to support passenger recovery.

The role requires strong leadership, excellent English communication, and the ability to adapt to IROP situations, with up to 25% travel and after-hours on-call responsibilities.

Qualifications

• Must have a high school diploma or GED.
• Experience with HRIS or LMS systems is preferred.
• Strong proficiency with Microsoft Office 365 including Excel, Word, and Outlook.
• Able to travel up to 25% and work at Contour Corporate Headquarters in Smyrna, TN.

Responsibilities

• Coordinate and manage system-wide flight disruptions with timely, accurate, customer-focused communication.
• Liaise between SOC, Reservations, airport stations and leadership for passenger recovery.
• Anticipate passenger needs during delays and IROPs and coordinate re-accommodations.
• Monitor connections, delays and operational impacts to minimize disruption and enhance experience.
• Support Reservations and Customer Care during peak times and large events.
• Assist VIP, group travel and special handling requiring elevated service and coordination.
• Maintain recovery plans for IROP including hotel and ground transport.
• Create and update training materials, resources, and process docs.
• Track KPIs and report on service recovery opportunities for continuous improvement.
• Ensure compliance with company policies, safety standards and customer service expectations.

Skills

Customer service

Leadership

Communication

Problem solving

Time management

Teamwork

Attention to detail

Independent work

Education

High School diploma or GED

Tools

Microsoft Office 365

Excel

Word

Outlook

Job description

Contour Aviation Headquarters in Smyrna, TN is seeking a customer service-focused professional for a full-time role at Contour Airlines. You will coordinate system-wide flight disruption responses and communicate clearly with SOC, Reservations, and stations to support passenger recovery.

The role requires strong leadership, excellent English communication, and the ability to adapt to IROP situations, with up to 25% travel and after-hours on-call responsibilities.