Aviation Guest Experience Specialist

Alliance Air Services Inc.; Fort Worth (TX); On-site; USD 38,000 - 46,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

FSA

HSA

Vacation time

Sick time

Holidays

Paid family caregiver leave

Mental health resources

Life Insurance

Disability Insurance

401(k) with company match

Tuition assistance

Job summary

Alliance Aviation Services (AAS) in Fort Worth, TX seeks a polished Customer Service Representative to deliver world-class service to pilots, crew, and passengers. Reporting to the Customer Experience Manager, the CSR will handle front-desk duties, guest relations, and essential administrative tasks in a fast-paced FBO environment.

The role requires at least 3 years in customer service, aviation experience preferred, and proficiency with Salesforce and Microsoft Office.

Qualifications

• High school diploma or equivalent required.
• Minimum of 3 years of experience in customer service, preferably in aviation, hospitality, or luxury service environments.
• Exposure to aviation operations or prior experience within an FBO preferred.
• Experience in high-volume or fast-paced environments with multi-tasking and client engagement.
• Familiarity with scheduling platforms, service coordination tools, or CRM systems such as Salesforce preferred.
• Bilingual proficiency preferred.

Responsibilities

• Serve as the first point of contact, creating lasting impressions through service excellence.
• Greet and assist guests at the FBO with warmth and professionalism.
• Provide VIP planeside greetings with carpet service, ensuring an elevated arrival experience.
• Maintain clean, organized, and welcoming facilities and amenities.
• Answer incoming calls and emails promptly and courteously, efficiently resolving inquiries.
• Input customer data and service details into systems such as TAS, FlightBridge, and Salesforce.
• Organize and maintain internal documents, reports, and logs.
• Accurately invoice and collect payment for services rendered in a timely manner.
• Reconcile vendor billing and commissions and place orders.
• Facilitate seamless guest experiences and personalized travel solutions.
• Maintain and clean crew cars provided for customer use.
• Wash and service base customer vehicles, ensuring optimal presentation.
• Manage rental vehicle reservations, contracts, and check-in processes on behalf of rental agencies.
• Assist customers in placing accurate and timely catering orders.
• Support travel arrangements, including hotel accommodations, ground transportation and charter coordination.
• Provide proactive recommendations and assistance tailored to guest preferences.
• Promote services and support major aviation events with professionalism.
• Contribute to marketing initiatives and promotional campaigns.
• Assist with the coordination and operations of premier events such as NASCAR and industry events.
• Represent AAS during special events with poise and attention to detail while ensuring minimal disruption to normal operations.
• Assist in training and onboarding new Customer Service Representatives.
• Perform additional duties as assigned to support the FBO’s operational success.

Skills

Microsoft Office

Salesforce

CRM systems

VHF radios

Verbal communication

Written communication

Multitasking

Organization

Time management

Discretion

VIP handling

Teamwork

Education

High school diploma or equivalent

Tools

Salesforce

TAS

FlightBridge

Microsoft Office

Job description

Alliance Aviation Services (AAS) in Fort Worth, TX seeks a polished Customer Service Representative to deliver world-class service to pilots, crew, and passengers. Reporting to the Customer Experience Manager, the CSR will handle front-desk duties, guest relations, and essential administrative tasks in a fast-paced FBO environment.

The role requires at least 3 years in customer service, aviation experience preferred, and proficiency with Salesforce and Microsoft Office.