Aviation Customer Service Representative

Customer Service Representative (Full-Time)

About Robinson Aviation

Robinson Aviation is a local, family-owned and operated Fixed Base Operator (FBO) at Tweed New Haven Regional Airport (HVN). We provide aircraft ground services, fueling, and concierge-level hospitality to corporate flight departments, airline operations, and high-profile clients in private aviation. Our team is small, professional, and proud of the service we deliver - and we are looking for someone who wants to be part of that.

About the role

We are seeking a hospitality- and aviation-minded Customer Service Representative (CSR) to join our team full-time. The CSR is the face of Robinson Aviation and the vital connection between our customers and our Line Service department. You will greet pilots, flight crews, and passengers; coordinate aircraft services and concierge requests; communicate with crews and line personnel by radio; and process customer billing. If you thrive in a fast-paced, customer-first environment where no two days look alike, we would like to meet you.

This position involves access to privileged information about our clients and their travel. Employees are held to strict confidentiality practices.

The CSR reports to the Customer Service Manager.

What you will do

• Provide exceptional, courteous, and professional service to every customer, every time, consistent with Robinson Aviation standards.
• Serve as the link between customers and Line Service, working cooperatively with line personnel and pilots so that every customer need is identified, communicated, and fulfilled promptly.
• Communicate professionally with flight crews and line service personnel over two-way radio, following established FBO communication protocols.
• Arrange hotel accommodations, catering, and rental car reservations for inbound and outbound clients, ensuring accuracy and timeliness.
• Process customer billing and invoicing accurately using industry-standard FBO software, in accordance with company training and procedures.
• Handle a high volume of phone calls and e-mail with attention to detail and a friendly, professional manner.
• Maintain the cleanliness and professional appearance of the lobby and lounge throughout the day, including restocking the coffee area and checking that lavatories are clean, stocked, and neat several times per shift.
• Complete closing duties, including balancing daily sales reports and providing clerical support to on-duty managers.
• Work assigned shifts as scheduled; requests to work more, fewer, or different hours must be approved by management in advance.
• Perform other duties as assigned by management.

Schedule

This is a full-time, hourly (non-exempt) position. Applicants must be available to work days, nights, weekends, and/or holidays as required. A more permanent schedule will be determined after training is completed.

What we are looking for

Required:

• At least 18 years of age.
• High school diploma or equivalent.
• Authorized to work in the United States.
• Valid driver's license with no prior suspensions.
• Ability to obtain and maintain an airport-issued Security Identification Display Area (SIDA) badge, which requires a TSA fingerprint-based background check.
• Proficiency with standard office software (Microsoft Office, e-mail) and the ability to learn FBO-specific software.
• Strong verbal and written communication skills, a positive customer-first attitude, and the ability to multitask in a busy, customer-facing environment.
• Professional appearance and demeanor at all times. Uniform and grooming standards are enforced.
• Ability to remain standing or seated for extended periods and to occasionally lift and carry up to 25 lbs. Work is primarily indoors in a climate-controlled terminal, with occasional outdoor exposure on the ramp and moderate airport noise.

Preferred:

• Prior experience in hospitality, aviation, or transportation.
• Prior customer service experience.
• Knowledge of the phonetic alphabet, aircraft types, and FBO operations.
• Associate's degree or higher.

Pay and benefits

• $19.50 – $21.00 per hour with overtime paid at 1.5 times the regular rate for hours worked over 40 in a workweek.
• Monthly fuel commissions based on fuel sales.
• Additional compensation for after-hours support and duties.
• Company-sponsored medical, dental, and vision insurance.
• 40 Hour Floating Holiday Pay and PTO accrual.
• Company-sponsored 401(k) with matching - eligible after 6 months, fully vested after one year.

Benefits eligibility begins after a 90-day probationary period. Health insurance is available the first of the month following 30 days of employment.

How to apply

Apply online, visit www.robinsonaviation.com, or stop by our front desk at 50 Thompson Avenue, East Haven, CT, during regular business hours. Applications that include a cover letter are strongly encouraged and will help your application stand out.

Learn more about Robinson Aviation and FBOs at www.robinsonaviation.com.

Robinson Aviation is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law.

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