Owner Services Representative - New Hampshire

PlaneSense, Inc.; Portsmouth (NH); On-site; USD 42,000 - 64,000; Full time

Job summary

PlaneSense, Inc. is seeking an Owner Services Representative in Portsmouth, NH. The role provides aviation-related customer and crew support from the Flight Operations Center, handling trip logistics, scheduling, and client advocacy.

The position requires excellent communication, problem-solving, empathy, and teamwork, with flexibility for early mornings, late nights, weekends, and holidays. Join a team focused on world-class service in a regulated industry.

Qualifications

• High school diploma or equivalent.
• At least 1 year in a service industry.
• At least 1 year in a direct client-facing role.
• Excellent verbal and written communication.
• Ability to stay calm under pressure.
• Empathy and active listening to understand customer needs.
• Willingness to go the extra mile for customers.
• Ability to work independently and as part of a team.

Responsibilities

• Manage assigned trips on the day of execution.
• Maintain situational awareness of trips and aircraft.
• Respond to customer inquiries by phone and email promptly and professionally.
• Advocate for PlaneSense and Cobalt clients to resolve issues.
• Coordinate and communicate with other departments.
• Keep detailed records of customer interactions.
• Coordinate logistics for trips (catering, transportation, special care).
• Coordinate arrivals, departures, weather reviews, and parking/slots.
• Perform additional duties as assigned by leadership.

Skills

Customer service

Communication skills

Problem-solving

Empathy

Teamwork

Attention to detail

Multitasking

Education

High school diploma

1+ year in service industry

1+ year in client-facing role

Job description

PlaneSense, Inc., which manages and operates a fleet of Pilatus PC-12 & PC-24 aircraft on behalf of fractional share owners, seeks to hire a full time highly capable and self-motivated person for the Owner Services Representativerole, which performs a complete spectrum of aviation-related Customer and Crew Service work within its Flight Operations Center (FOC).

The FOC functions as the operational nerve center for PlaneSense, Inc. and Cobalt, LLC inside of the highly regulated and rapidly changing aviation industry. The primary objective of the Owner Services Representative is to provide world class customer service, advocacy for, communication and coordination with PlaneSense and Cobalt program participants, various departments, and vendors. Accurate and complete execution of assigned duties and responsibilities is required.

Essential Duties and Responsibilities:

• Management of assigned trips during day of execution
• Vigilant situational awareness of assigned trips and aircraft
• Pursuit of excellent customer service via the following:
• Respond to customer inquiries via phone and email in a timely and professional manner
• Advocacy on behalf of PlaneSense and Cobalt clients to promote creative problem solving in a dynamic environment
• Coordination and communication with other departments
• Maintain detailed records of customer interactions
• Coordination and execution of logistical needs for assigned trips including:
  • Catering
  • Transportation
  • Special care
• Coordination and execution of logistical needs for assigned aircraft and trips including:
  • Arrival and departure arrangements with airport operators
  • Preliminary review of weather or air space restrictions impacting client travel
  • Securement of parking, arrival, and departure slots
• Other duties may be assigned by leadership

Requirements:

• Excellent verbal and written communication skills
• Strong problem-solving abilities and attention to detail
• Ability to remain calm and composed under pressure
• Empathy and active listening skills to understand customer needs
• Positive attitude and a willingness to go the extra mile for customers
• Ability to work independently and as part of a team
• Previous experience in customer service or a related field is preferred
• Capable of working assigned shifts that may include early mornings and late nights, weekends, and holidays

Soft Skills:

• Empathy:Understanding and sharing the feelings of customers to provide better support
• Active Listening:Fully concentrating, understanding, responding, and remembering what customers say
• Patience:Remaining calm and composed, especially when dealing with difficult situations
• Communication:Clearly conveying information and instructions to customers
• Problem-Solving:Identifying issues and finding effective solutions
• Adaptability:Adjusting to different situations and customer needs
• Teamwork:Collaborating with colleagues to achieve common goals
• Positive Attitude:Maintaining a cheerful and optimistic demeanor

Education and/or Experience

• Highschool diploma or equivalent required
• Minimum 1 year in a service industry preferred
• Minimum 1 year in a direct client facing role preferred

Computer Skills

Possible work schedules for this position:

• Qualified candidates must be able to reliably commute to or relocate to Portsmouth, NH.
• Qualified candidates must be available to work any of these schedules.

Employees of PlaneSense, Inc. are governed by the Federal Railway Labor Act.PlaneSense provides a clean work environment, excellent benefit programs, and competitive compensation. PlaneSense offers equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, or gender identity), national origin, age, disability, veteran status, or genetic information. In addition to federal law requirements, PlaneSense, Inc. complies with applicable state and local laws governing nondiscrimination in employment.

If you require reasonable accommodation to complete an employment application, participate in an interview, complete pre-employment testing, or otherwise take part in the employee selection process, please contact [e-mail].

Compensation for this position will be discussed in detail during the interview process. Candidates applying from a state or locality that requires salary disclosure may request this information by contacting [e-mail].