Customer Service Coordinator

Corporate Flight Management; Smyrna (TN); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Health, vision, and dental insurance

401(k) matching contribution

Paid sick leave

Vested vacation hours

NRSA travel privileges

Job summary

Corporate Flight Management in Smyrna, TN, is seeking a full-time team member to coordinate and manage flight disruptions, ensuring timely communication to stakeholders. Candidates must have a high school diploma, customer service skills, and the ability to travel.

This role involves monitoring flights and assisting with customer inquiries during peak times, along with opportunities for further career development. Join a supportive team where strong interpersonal skills are valued.

Qualifications

• Must be at least 18 years of age.
• Ability to travel up to 25% of the time.
• Experience with HRIS or LMS systems preferred.
• Must understand, read, and write English.

Responsibilities

• Coordinate system-wide flight disruptions.
• Serve as liaison between operational teams.
• Anticipate passenger needs during delays.
• Monitor flight delays and improve customer experience.

Skills

Customer service best practices

Interpersonal skills

Problem-solving skills

Leadership skills

Analytical skills

Education

High School diploma or GED equivalent

Tools

Microsoft Office 365

Job description

Job Details

Job Location: Contour Aviation Headquarters - Smyrna, TN 37167

Position Type: Full Time

Education Level: High School

Travel Percentage: Negligible

Job Shift: Any

Job Category: Customer Service

Full‑Time Employee Benefits & Compensation Overview

As a full‑time employee of Contour, you are eligible for the following benefits and programs:

• Insurance
  
  
  
  • Health, vision, and dental insurance, plus short/long‑term disability and voluntary life insurance (effective the first day of the month following your hire date)
  
  
  
  


• 401(k) Savings Plan
  
  
  
  • Eligibility begins the first day of the month following your hire date.
  
  
  • The Company offers a matching contribution up to 6% of your eligible compensation.
  
  
  • Enrollment guidelines and a 401(k) Enrollment Guide will be provided during onboarding.
  
  
  
  


• Paid Sick Leave
  
  
  
  • Accrual of up to 56 hours of paid sick leave per year.
  
  
  • Unused sick leave rolls over annually until your sick bank reaches 480 hours.
  
  
  
  


• Vested Vacation Hours
  
  
  
  • Eligible to receive vacation hours on January 1st following your hire date.
  
  
  • These hours will be vested and available for use in accordance with Company policies.
  
  
  
  


• Non‑Revenue/Space Available (NRSA) Travel Privileges
  
  
  
  • NRSA travel privileges on Contour upon hire and access to MyID Travel after 6 months of service.
  
  
  
  


• Leaves of Absence
  
  
  
  • Eligible for various types of leave, including:
  
  
  
  
  • Medical Leave
  
  
  • Non‑Medical Family Care Leave
  
  
  • Maternity and Paternity Leave
  
  
  • Personal Leave
  
  
  
  
  
  

Equal Employment Opportunity

Contour is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, citizenship, color, creed, sex, national origin, race, religion, sexual orientation, political affiliation, marital status, pregnancy, pre-disposing genetic characteristics, veteran status, military status, disability, gender identity or expression, familial status, criminal history, status as a victim of domestic violence, or any other protected status.

Accommodations

Contour is committed to providing reasonable accommodations to applicants and employees. If you require accommodations during the application or onboarding process, please contact Human Resources at [e-mail].

Key Responsibilities

• Coordinate and manage system‑wide flight disruptions within the Company’s operational systems, ensuring timely, accurate, and customer‑focused communication to internal and external stakeholders.


• Serve as a key liaison between the Systems Operations Center (SOC), Reservations, airport stations, and leadership teams to support consistent passenger recovery efforts across the network.


• Anticipate passenger needs during delays, cancellations, and irregular operations (IROPs), proactively coordinating re‑accommodations, service recovery, and customer communication strategies.


• Monitor passenger connections, flight delays, and operational impacts to minimize disruption and improve the overall customer experience.


• Support Reservations and Customer Care teams during peak call volumes, disruption events, and large‑scale recovery situations.


• Assist with VIP, group travel, and special handling situations requiring elevated customer service attention and operational coordination.


• Maintain and coordinate alternate transportation resources and recovery plans for IROP situations, including hotel, ground transportation, and other passenger recovery solutions.


• Create, maintain, and manage customer service training materials, operational resources, and process documentation.


• Research, track, and report on irregular operations trends, customer impact, and service recovery opportunities to support continuous improvement initiatives.


• Monitor and report customer service performance metrics (KPIs), including guest impact, operational recovery effectiveness, and station performance trends.


• Maintain compliance with all company policies, procedures, safety standards, and customer service expectations.


• Perform additional duties as assigned by leadership.

Qualifications

• Be at least 18 years of age.


• Ability to accept assignment at the Contour Corporate Headquarters in Smyrna, TN.


• Ability to travel up to 25% of the time (primarily planned station support and training).


• Experience with HRIS, LMS, or other training/knowledge‑management systems preferred.


• Knowledge of employment‑related regulations, customer service best practices, and operational compliance standards preferred.


• Must have a high school diploma or GED equivalent.


• Experience working for a Part 135 Charter Operations preferred.


• Experience in luxury sales preferred.


• Willing to be scheduled as an after‑hours on‑call person in rotation with other personnel to include weekends and holidays.


• Must be willing to carry a mobile phone or other similar communications and be accessible 24/7 as needed.


• Must be able to negotiate and close.


• Must have a valid driver’s license and good driving record.


• Be authorized by law to work in the United States and able to travel in and out of the United States.


• Must have experience and be highly proficient in Microsoft Office 365, Excel, Word, Outlook, and related software.


• Capable of passing a required 10‑year work history review and submitting to criminal history records check.


• Must understand, read, and write English.


• Possess polished and professional interpersonal skills with a positive attitude and a customer‑oriented mindset.


• Possess strong leadership, interpersonal and organizational skills.


• Must have well‑developed people skills and ability to work with a variety of personalities.


• Capable of coordinating multiple priorities and meeting deadlines.


• Capable of handling interruptions and a fast‑paced environment.


• Maintain strong attention to detail.


• Be self‑motivated and able to motivate others.


• Excellent interpersonal and conflict resolution skills.


• Strong analytical and problem‑solving skills.


• Strong supervisory and leadership skills.


• Thorough knowledge of employment‑related laws and regulations.


• Ability to manage multiple complex projects simultaneously.


• Excellent communication skills both written and verbal delivered with tact and professionalism.


• Ability to work independently and as part of a team.


• Ability to work in a safe professional manner adhering to all regulatory requirements including OSHA, EPA, state, and federal regulations.

Disclaimer

The above statements are intended only to describe the general nature and level of work required for the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in the position. Please be advised that the duties and expectations of this position may be subject to change.