Private Aviation Customer Experience Specialist

Modern Aviation; Charlotte (NC); On-site; USD 63,039,000 - 65,904,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off and holidays

Additional voluntary benefit options

Job summary

Modern Aviation’s Charlotte location seeks a Customer Service Representative (CSR) to deliver exceptional support to private and corporate aviation customers. You are the first point of contact for customers and flight crews, handling service requests and ensuring a seamless experience within a fast-paced FBO environment.

Responsibilities include coordinating services, assisting with passenger needs, and maintaining relationships with hotels and ground transportation providers while ensuring

Qualifications

• Must have strong verbal and written communication skills.
• Open availability as work hours may vary, including evenings, weekends, and holidays.
• Intermediate proficiency with Microsoft Office products.
• Strong multitasking, organizational, and decision making skills.
• Negotiation and sales skills; previous customer service experience preferred.

Responsibilities

• Deliver proactive, personalized service to private and corporate aviation clientele
• Meet, greet, and assist passengers and flight crews with professionalism and care
• Arrange services including hotel accommodations, catering, and ground transportation
• Coordinate aircraft services such as fuel, hangar storage, and other operational requests
• Educate customers on available services, promotions, and programs
• Answer customer questions, resolve concerns, and provide service recovery as needed
• Input trip details into scheduling software and update customer information as required
• Track flights using online databases to ensure timely service delivery
• Process customer invoices accurately and promptly
• Verify and coordinate service orders to support on time departures
• Maintain strong working relationships with local service providers such as hotels, rental car agencies, and restaurants
• Communicate effectively via air to ground and ground to ground radio, phone, and email
• Use sound judgment to make timely decisions consistent with company policies and procedures
• Coordinate closely with Line Service, Operations, and leadership teams
• Maintain positive, collaborative working relationships with teammates
• Perform additional duties as assigned to support operational needs
• Maintain lobby appearance, ensuring a clean, welcoming environment
• Keep snacks, beverages, and customer amenities stocked and presentable
• Represent the Modern Aviation brand with professionalism, positivity, and pride at all times

Skills

Verbal and written communication

Multitasking

Organizational skills

Decision making

Negotiation and sales

Customer service experience

Education

HS diploma or equivalent

Tools

Microsoft Office

Job description

Modern Aviation’s Charlotte location seeks a Customer Service Representative (CSR) to deliver exceptional support to private and corporate aviation customers. You are the first point of contact for customers and flight crews, handling service requests and ensuring a seamless experience within a fast-paced FBO environment.

Responsibilities include coordinating services, assisting with passenger needs, and maintaining relationships with hotels and ground transportation providers while ensuring