Aviation Customer Service Representative

Robinson Aviation Inc; East Haven (CT); On-site; USD 27,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Floating holidays & PTO accrual

Overtime pay and fuel commissions

Job summary

Robinson Aviation is seeking a Customer Service Representative to greet pilots and customers, coordinate services, and process billing at our fixed-base operation near HVN. The CSR will work with the Line Service team and management on a busy, front-desk environment.

The role requires strong communication, high school diploma, and the ability to obtain a SIDA badge. Full-time, on-site hours include days, nights, weekends, and holidays as needed.

Qualifications

• High school diploma or equivalent.
• Authorized to work in the United States.
• Ability to obtain an SIDA badge (TSA background check).
• Proficiency with standard office software and FBO-specific software.
• Strong verbal and written communication and multitasking in a busy environment.

Responsibilities

• Greet pilots, flight crews, and passengers; coordinate services and concierge requests.
• Process customer billing and invoicing using FBO software.
• Communicate with crews and line personnel by radio per protocols.
• Arrange hotels, catering, and rental cars for inbound/outbound clients.
• Maintain lobby and lounge appearance; balance daily sales reports.
• Handle high volume calls and emails with courtesy and accuracy.

Skills

Customer service

Communication

Multitasking

Radio communication

Education

High School Diploma

Associate's degree or higher

Tools

Microsoft Office

FBO software

Job description

Customer Service Representative (Full-Time)

About Robinson Aviation

Robinson Aviation is a local, family-owned and operated Fixed Base Operator (FBO) at Tweed New Haven Regional Airport (HVN). We provide aircraft ground services, fueling, and concierge-level hospitality to corporate flight departments, airline operations, and high-profile clients in private aviation. Our team is small, professional, and proud of the service we deliver - and we are looking for someone who wants to be part of that.

About the role

We are seeking a hospitality- and aviation-minded Customer Service Representative (CSR) to join our team full-time. The CSR is the face of Robinson Aviation and the vital connection between our customers and our Line Service department. You will greet pilots, flight crews, and passengers; coordinate aircraft services and concierge requests; communicate with crews and line personnel by radio; and process customer billing. If you thrive in a fast-paced, customer-first environment where no two days look alike, we would like to meet you.

This position involves access to privileged information about our clients and their travel. Employees are held to strict confidentiality practices.

The CSR reports to the Customer Service Manager.

What you will do

• Provide exceptional, courteous, and professional service to every customer, every time, consistent with Robinson Aviation standards.
• Serve as the link between customers and Line Service, working cooperatively with line personnel and pilots so that every customer need is identified, communicated, and fulfilled promptly.
• Communicate professionally with flight crews and line service personnel over two-way radio, following established FBO communication protocols.
• Arrange hotel accommodations, catering, and rental car reservations for inbound and outbound clients, ensuring accuracy and timeliness.
• Process customer billing and invoicing accurately using industry-standard FBO software, in accordance with company training and procedures.
• Handle a high volume of phone calls and e-mail with attention to detail and a friendly, professional manner.
• Maintain the cleanliness and professional appearance of the lobby and lounge throughout the day, including restocking the coffee area and checking that lavatories are clean, stocked, and neat several times per shift.
• Complete closing duties, including balancing daily sales reports and providing clerical support to on-duty managers.
• Work assigned shifts as scheduled; requests to work more, fewer, or different hours must be approved by management in advance.
• Perform other duties as assigned by management.

Schedule

This is a full-time, hourly (non-exempt) position. Applicants must be available to work days, nights, weekends, and/or holidays as required. A more permanent schedule will be determined after training is completed.

What we are looking for

Required:

• At least 18 years of age.
• High school diploma or equivalent.
• Authorized to work in the United States.
• Valid driver's license with no prior suspensions.
• Ability to obtain and maintain an airport-issued Security Identification Display Area (SIDA) badge, which requires a TSA fingerprint-based background check.
• Proficiency with standard office software (Microsoft Office, e-mail) and the ability to learn FBO-specific software.
• Strong verbal and written communication skills, a positive customer-first attitude, and the ability to multitask in a busy, customer-facing environment.
• Professional appearance and demeanor at all times. Uniform and grooming standards are enforced.
• Ability to remain standing or seated for extended periods and to occasionally lift and carry up to 25 lbs. Work is primarily indoors in a climate-controlled terminal, with occasional outdoor exposure on the ramp and moderate airport noise.

Preferred

• Prior experience in hospitality, aviation, or transportation.
• Prior customer service experience.
• Knowledge of the phonetic alphabet, aircraft types, and FBO operations.
• Associate's degree or higher.

Pay and benefits

• $19.50 – $21.00 per hour with overtime paid at 1.5 times the regular rate for hours worked over 40 in a workweek.
• Monthly fuel commissions based on fuel sales.
• Additional compensation for after-hours support and duties.
• Company-sponsored medical, dental, and vision insurance.
• 40 Hour Floating Holiday Pay and PTO accrual.
• Company-sponsored 401(k) with matching - eligible after 6 months, fully vested after one year.

Benefits eligibility begins after a 90-day probationary period. Health insurance is available the first of the month following 30 days of employment.

Pre-Employment Background Check

Robinson Aviation is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law.