Job Description: Customer Service Representative
Introduction
Velocity FBO Network is a purpose-driven organization committed to delivering premier aviation services defined by safety, efficiency, and exceptional client experience. Guided by our Mission and Vision, we measure success not only by outcomes but by the purpose behind every action.
Rooted in our belief in Performance with Purpose, we hold fast to values that shape who we are: Purposeful Protection, Service, Integrity, Respect, Agility, and Collaboration. These principles guide how we serve our clients, support our team, and lead with intention.
The Customer Service Representative (CSR) plays a vital role in ensuring a world-class experience for all pilots, passengers, and aviation partners. Reporting directly to the Customer Service Manager, the CSR serves as the front-line ambassador of the FBO—providing attentive, accurate, and efficient service while supporting all aspects of front desk operations. The ideal candidate demonstrates professionalism, attention to detail, and a passion for hospitality within an aviation environment.
Key Responsibilities
Customer Experience & Relationship Management
- Serve as the first point of contact for arriving and departing customers, providing courteous and professional assistance at all times.
- Greet and assist pilots, passengers, and crews, coordinating services such as ground transportation, catering, lodging, and fuel requests.
- Anticipate customer needs and proactively communicate with internal teams to ensure seamless service delivery.
- Manage incoming phone calls, emails, and service requests, ensuring timely and accurate responses.
- Support the CSM in maintaining strong relationships with flight departments, operators, and vendors to promote customer loyalty and retention.
- Document customer interactions and feedback to improve service quality and consistency.
Billing & Administrative Support
- Create and process invoices for fuel, handling, and ancillary services accurately and promptly.
- Verify daily transactions and coordinate with accounting to ensure accurate posting and reconciliation.
- Maintain up-to-date records of customer accounts, service orders, and operational reports.
- Assist the CSM in monitoring accounts receivable and resolving billing inquiries.
- Ensure adherence to all company policies and compliance requirements in documentation and recordkeeping.
Operational Coordination
- Communicate effectively with Line Service, Fuel, and Operations teams to ensure all customer needs are met efficiently.
- Monitor flight schedules, service requests, and ramp activity to anticipate and coordinate customer arrivals and departures.
- Support logistical arrangements for crews and passengers, including transportation, catering, and facility access.
- Maintain awareness of airport and FBO safety procedures to ensure a secure and compliant work environment.
Team Collaboration & Professional Development
- Work collaboratively with colleagues and management to maintain a cohesive, service-oriented front desk operation.
- Participate in regular team meetings, training sessions, and safety briefings.
- Demonstrate initiative in identifying opportunities for process improvement or enhanced customer satisfaction.
- Support new staff training and serve as a role model for professionalism and company values.
Qualifications
Education & Experience
- High school diploma or equivalent required; Associate’s or Bachelor’s degree in Aviation, Business, or Hospitality preferred.
- Minimum 1–2 years of experience in customer service, preferably in aviation, hospitality, or related fields.
- Prior experience handling billing, POS systems, or service coordination preferred.
Skills & Competencies
- Exceptional customer service and interpersonal communication skills.
- Strong organizational and multitasking abilities in a fast-paced environment.
- High attention to accuracy in billing, cash handling, and documentation.
- Proficiency with Microsoft Office and FBO management software (e.g., X-1FBO, TotalFBO, or similar).
- Professional demeanor, adaptability, and ability to work effectively under pressure.
- Availability to work flexible hours, including evenings, weekends, and holidays.
Work Environment
- Dynamic airport and office environment with frequent interaction with customers, vendors, and team members.
- May require extended standing or walking and occasional lifting (up to 25 lbs).
- Exposure to outdoor ramp areas and aircraft operations.
Compensation & Benefits
- Competitive hourly rate commensurate with experience.
- Health, dental, and vision insurance.
- Paid time off and 401(k) retirement plan.
- Opportunities for advancement within the Velocity FBO Network.
Job Type: Full-time
Pay: From $18.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Vision insurance
Education:
- High school or equivalent (Required)
Ability to Commute:
- Saint Simons Island, GA 31522 (Required)
Work Location: In person
