Customer Service Coordinator

LV Aero, LLC; Smyrna, Northern (TN, KY); On-site; USD 48,000 - 72,000; Full time

Benefits offered by this job

Health insurance (medical, vision, and

401(k) with company match

Paid sick leave

Paid vacation

NRSA travel privileges

Leave provisions

Onboarding handbook

Job summary

Contour Airlines is seeking an engaged professional to join our team at the Smyrna, TN headquarters to manage system-wide flight disruptions and coordinate recovery efforts. You will liaise with SOC, Reservations, and station teams to ensure timely passenger communication and effective re-accommodations.

The role requires strong customer service, leadership, and multitasking abilities, with travel up to 25% and after-hours on-call responsibilities.

Qualifications

• Must be at least 18 years old.
• Ability to work at Contour Corporate Headquarters in Smyrna, TN.
• Ability to travel up to 25% of the time (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 compliance standards preferred.
• Must have a high school diploma or GED equivalent.
• Experience in Part 135 Charter Operations preferred.
• Experience in luxury sales preferred.
• Willing to be scheduled as an after-hours on-call person in rotation including weekends and holidays.
• Must be able to be reachable 24/7 by mobile or similar communications.
• Must pass a 10-year work history review and criminal history check.
• Excellent written and verbal communication skills, with a professional demeanor.
• Ability to coordinate multiple priorities and meet deadlines.
• Strong supervisory and leadership skills.

Responsibilities

• Coordinate and manage system-wide flight disruptions with timely, customer-focused communication.
• Serve as liaison between SOC, Reservations, airport stations, and leadership for recovery efforts.
• Anticipate passenger needs during delays and re-accommodate accordingly.
• Monitor passenger connections, delays, and operational impacts to minimize disruption.
• Support Reservations and Customer Care during peak events and large-scale recoveries.
• Assist VIP, group travel, and special handling cases with high service levels.
• Coordinate alternate transportation resources for IROP recovery plans.
• Create and maintain training materials, resources, and process docs.
• Research trends and report on service recovery opportunities for improvement.
• Monitor KPI metrics and station performance related to customer service.

Skills

Customer service

Communication

Leadership

Detail oriented

Teamwork

Problem solving

Multitasking

Flexibility

Education

High school diploma or GED

Tools

Microsoft Office 365

Excel

Word

Outlook

Job description

Contour is a long-established aviation services company with a diverse range of capabilities. At Contour Airlines, our core values guide every action and decision. We are unwavering in our commitment to integrity and safety, which remains at the heart of all our business lines. Our team members exemplify an attitude of excellence, consistently striving to think like a customer. We believe there is strength in unity, and we work together as a team to achieve ambitious goals.

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 (non-revenue/space available) 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; Detailed leave policies are outlined in the Contour Employee Handbook, which will be provided during onboarding
• Compensation Details: Contour offers a competitive salary based on your prior work experience
• 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].
• Join Our Growing Team: Our rapid growth has created exciting career opportunities. We invite you to become part of our family and contribute to our ongoing success.

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.
• Able to pass a required 10-year work history review and submit 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.
• Able to coordinate multiple priorities and meet deadlines.
• Able to handle interruptions and a fast-paced environment.
• Maintain strong attention to detail.
• Be self-motivated and able to motivate others.
• Excellent interpersonal and conflict resolutions 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.