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 Representative role, 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:
- Vigilant situational awareness of assigned trips and aircraft
- Management of assigned:
- Trips
- Validations
- Pursuit of excellent customer service via the following:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Advocacy on behalf of PlaneSense and Cobalt customers
- Coordination and communication with Account Services, Crew Services, and Scheduling
- 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 shift 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:
- Familiarity with Microsoft Office suite, Windows operating system, internet browsers, and the ability to gain proficiency with complementary additional software
Possible work schedules for this position:
- Sunday-Wednesday 5:00 AM - 3:00 PM
- Sunday-Wednesday 1:30 PM- 11:30 PM
- Wednesday-Saturday 5:00 AM - 3:00 PM
- Wednesday-Saturday 1:30 PM- 11:30 PM
* 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.
About Us
PlaneSense, Inc. is a privately held fractional aircraft ownership company that manages a growing fleet of turboprop and jet aircraft. More than 600+ employees handle all aspects of management, operations, scheduling, aircraft maintenance, quality assurance, and administration. The PlaneSense® program fleet is maintained through our award-winning service centers, Atlas Aircraft Center, Inc.
As one of the leading fractional aircraft companies in the United States, PlaneSense, Inc. manages the largest civilian fleet of Pilatus PC-12s in the world and a growing fleet of Pilatus PC-24 twin engine jets. The PlaneSense® program operates in the continental United States, Canada, Bermuda, the Bahamas, the Caribbean, Mexico, and Central America with continuous expansion. PlaneSense, Inc. is dedicated to the highest standards of owner services, safety, and reliability.
Atlas Aircraft Center, Inc. (AAC) is a Pilatus authorized fleet service and support center for the PlaneSense® fractional fleet. As an FAA certified Part 145 repair station, we specialize in Pilatus PC-12 turboprop aircraft and Pilatus PC-24 twin engine jet aircraft support, including turbine aircraft repairs, annual inspections, phase inspections, hourly inspections, modifications, and Service Bulletin compliance, as well as Avionics repairs and sales.
Atlas Aircraft Center is part of the PlaneSense, Inc. headquarters in Portsmouth, NH. Our state-of-the-art, 40,000 square foot hangar is equipped with slab heating, high-tech lighting, and Megadoors. These special fabric doors provide superior insulation capabilities to protect staff from inclement weather while also shielding customers’ aircraft from the elements. The very high ceilings and door openings accommodate all types of aircraft. An additional 44,000 square feet is dedicated to shop space and corporate offices.
Our Nevada maintenance facility is located in Boulder City, NV and features 36,000 square feet of air-conditioned hangar space. This Atlas Aircraft Center facility provides valuable support for the PlaneSense® fleet, mainly serving fractional share clients in the Western part of the U.S.
PlaneSense, Inc. is proud to employ veterans from all branches of the military. Veterans obtain a wealth of highly specialized training and transferable skills that they bring to us after serving our country.
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 careers@planesense.com.
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 careers@planesense.com.
Job Type: Full-time
Pay: $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Parental leave
- Referral program
- Vision insurance
Experience:
- Customer service: 1 year (Preferred)
- Hospitality: 1 year (Preferred)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
Ability to Commute:
- Portsmouth, NH 03801 (Preferred)
Work Location: In person
