Job description

HOURS

24-hour facility, required to work days, nights, & weekends on a rotating schedule

POSITION OVERVIEW

NICHOLAS AIR is looking for a Customer Service Representative to join our team! This position will be responsible for effectively organizing company aircraft to maximize utility and serve our customer needs. Customer Service Representatives will also ensure that both the current and any upcoming trips are assigned an aircraft to meet the expectations of the scheduled trip. Additionally, this position is responsible for minimizing delays, while making decisions to ensure a high level of utilization. This role works closely with all other company departments to ensure that the best possible solutions are identified.

DUTIES & RESPONSIBILITIES

• Uphold the highest level of Customer Service
• Meet commitments and respond promptly to customer needs
• Promote customer focus and manage difficult or emotional customer situations with courtesy and sensitivity
• Solicit customer feedback and monitor customer satisfaction to improve their experience and if necessary, develop new approaches to meet their needs
• Ensure that trips are scheduled on aircraft to meet client expectations and specifications
• Provide solutions for current and upcoming operations regarding trip assignments and provide solutions to the Flight Scheduler Supervisor
• Escalate any demand concerns to Management and make necessary recommendations
• Ensure crew is assigned to trips
• Willing to work a rotating AM/PM schedule. Will be required to work holidays and weekends as the schedule requires
• Ensure that aircraft meet the performance capabilities of the trips assigned
• Responsible for operation and updating of the scheduling system (Rockwell Collins FOS)
• Monitor the flight schedule to ensure highest internal utilization
• Identify charter sale options and report them to the Charter team
• Balance team and individual responsibilities
• Build morale and group commitments to goals and objectives and build a positive team spirit

REQUIRED SKILLS

• Excellent oral/written communication and problem resolution skills are required to not only keep others well informed but also in communicating with customers
• Demonstrable track record of exposure and/or accomplishment communicating with customers (internal or external) in a fast-paced and often rapidly changing environment
• High-level computer experience to be used in Rockwell Collins FOS and aviation-specific software
• Experience with a 24/7 on-call rotation preferred
• Exhibit good learning and comprehension
• Detail-oriented mindset a must
• Hands-on, high-energy approach essential

EDUCATION & EXPERIENCE

• High School Degree or equivalent required
• A minimum of two (2) years of successful related experience preferred, but not required
• Logistics experience in aviation preferred
• Broad understanding of aircraft management or charter operations preferred

REQUIREMENTS

• This position is required to report to Oxford, MS Headquarters
• Subject to pre-employment and random drug testing
• Subject to a background check
• Prove U.S. citizenship or legal right to work in the United States

“We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, inquiry or discussion about compensation, or any other characteristic protected by law.”

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: One location

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