Lead Client Experience Representative

Brief Description

Title: Lead Client Experience Representative

Location: Indianapolis, IN - Airport KEYE

Reports to: Client Experience Manager or FBO Manager

Built Different

Jet Access is a family-owned, professionally operated private aviation company. Everything private aviation lives here: charter, aircraft management, maintenance, sales, flight training, FBO services, and charter brokerage. We were the first to bring every sector of private aviation under one brand, and the best of what we are building is still ahead of us.

But here is what you really need to know: the energy at Jet Access is different, and you will feel it from day one. We move with purpose and intensity, thinking strategically, acting decisively, and tackling challenges head-on. This is not a place for coasting. We expect excellence, ownership, and the drive to do things right even when it is harder. We push hard because we genuinely want to elevate the lives of our clients, our aircraft owners, and the people right next to us. Growth is not just happening around us. We are driving it together.

Bring your energy, your expertise, and your commitment to excellence and expect us to meet you with the same. You will have a voice, a real seat at the table, and the opportunity to grow in a company that is genuinely invested in your future. Expect it all.

Our Core Values

• Safety First. Above all else, we operate with the safety of our Team Members, clients, and guests as our top priority. No exceptions, no shortcuts.
• Do the Right Thing for the Long Term. We act ethically, think strategically, and make decisions built for the future. Our Team Members are empowered to choose the harder right over the easier wrong.
• Take Care of Each Other. When we take care of our people, our people take care of our clients and each other. We show up, listen first, and lift each other up.
• Relationships Matter. Our relationships with Team Members, clients, vendors, and the communities we serve are the foundation of our success. We keep our word and build trust one interaction at a time.
• Maintain Positivity. We celebrate wins, lift each other up, and bring optimism and solutions to every challenge. The energy we create together is a choice, and we choose well.
  
  

Your Competitive Edge

• Base salary of $20.00–$24.00 per hour, paid bi-weekly. Overtime pay for all hours worked over 40 per week.
• This position is FLSA Non-Exempt.
  
  

Our commitment to “Take Care of Each Other” shows up in everything we offer: generous benefits, competitive wages, paid vacation and holidays, excellent training programs, and discounted flight training. You will join a tight-knit family where leadership is compassionate, transparent, and empowers you to achieve success, both for the business and your personal growth.

Where You Make Your Mark

The Lead Client Experience Representative is the frontline anchor of the client experience at the Jet Access FBO, setting the standard for service excellence, operational consistency, and team conduct. This role elevates the entire service team by modeling best practices, upholding policies, and ensuring every client interaction reflects the professionalism and warmth that defines Jet Access.

Client Experience And Premium Concierge Services

• Deliver proactive, personalized service to all general aviation clients, pilots, and aircraft owners from arrival through departure.
• Coordinate concierge-level services including hotel accommodations, catering, and ground transportation arrangements.
• Educate clients on available FBO services, promotions, and programs to enhance their experience and support revenue goals.
• Answer client questions, resolve service issues promptly, and escalate complex concerns to the FBO Manager as appropriate.
• Maintain a clean, welcoming, and professional environment for clients, visitors, and Team Members at all times.
  
  

FBO Operations and Service Coordination

• Coordinate ground services including aircraft fueling, GPU, lavatory service, and hangar storage to meet client timelines.
• Communicate effectively via air-to-ground and ground-to-ground radio, ensuring clear and professional exchanges at all times.
• Operate the Point of Sale system accurately, including processing client invoices and reconciling aging reports.
• Identify and act on upselling opportunities to increase location revenue while enhancing the client experience.
• Monitor facility readiness throughout each shift to ensure the FBO consistently meets Jet Access standards of presentation.
  
  

Standards, Policies, and Lead-Level Accountability

• Serve as the on-floor standard bearer for Jet Access service policies, procedures, and operational expectations during your shift.
• Model consistent, professional behavior that reflects Jet Access values and sets the tone for the broader service team.
• Guide less experienced Team Members through proper processes and client interactions, reinforcing training without acting as a direct supervisor.
• Identify process gaps or service inconsistencies and communicate observations to the FBO Manager to drive continuous improvement.
• Uphold and reinforce uniform, appearance, and conduct standards in alignment with Jet Access policies.
  
  

Safety, Compliance, and Problem Solving

• Ensure the FBO location is safe and in compliance with all safety requirements, company policies, and regulatory standards at all times.
• Identify, address, and de-escalate service disruptions or operational issues quickly, applying sound judgment before escalating to management.
• Recognize and report safety hazards, near misses, or policy violations in a timely and responsible manner.
• Maintain situational awareness of all ramp and lobby activity to anticipate needs, prevent issues, and protect client and Team Member safety.
• Support emergency and irregular operations with calm, decisive action and clear communication with the team.
  
  

Team Support and Continuous Improvement

• Actively support team coverage, step into open tasks, and ensure shift transitions are smooth and well-communicated.
• Share knowledge, best practices, and process insights to elevate team performance without overstepping supervisory boundaries.
• Participate in training, team meetings, and operational initiatives with a growth mindset and a positive, constructive attitude.
• Bring a solutions-oriented approach to day-to-day challenges, contributing ideas that improve client experience or team efficiency.
• Complete special projects and initiatives as needed, embracing opportunities to contribute to Jet Access's continued growth and success.
  
  

Who Thrives In This Seat

The Skills You Carry In

• High school diploma or GED equivalent required.
• Minimum 1–2 years of client service experience in a client-facing, fast-paced environment.
• Excellent interpersonal, verbal, and written communication skills with the ability to represent Jet Access professionally in all interactions.
• Proficient computer skills including the ability to read and respond to email communications.
• Strong attention to detail and ability to multitask effectively under pressure while maintaining a warm and professional demeanor.
• Demonstrated ability to take initiative, follow through on commitments, and hold yourself to a high standard of performance.
• Must possess a valid state driver's license.
• Ability to pass comprehensive background checks and pre-employment drug screening.
• Deep alignment with Jet Access core values and commitment to a family-owned, professionally operated culture.
  
  

What This Role Asks Of You

• This is a fully on-site role; presence at the FBO location is required for every shift.
• Physical demands include extended periods of standing, walking the ramp and lobby, and occasional lifting of supplies or equipment.
• Role requires the ability to work in all weather conditions as ramp and aircraft-side duties are part of the job.
• A valid driver's license is required; driving between FBO locations or to support client needs may be expected.
  
  

How You Engage

• Maintains composure and professionalism in fast-paced, high-pressure client-facing situations without losing warmth or urgency.
• Communicates clearly and directly with clients, pilots, and Team Members, adapting tone and style to the audience.
• Receives and applies feedback constructively, using it as fuel for improvement rather than a source of friction.
• Builds genuine rapport with clients and colleagues, making every interaction feel considered and personal.
• Leads by example on the floor, setting the cultural tone through consistent behavior rather than formal authority.
  
  

What The Days Look Like

• Schedule varies by location and operational need; availability across days, evenings, weekends, and holidays is required.
• On-call availability may be expected to support flight operations, client arrivals, and team coverage gaps.
• Flexibility is essential; this role responds to the rhythm of flight operations, not a fixed nine-to-five.
• Strong time discipline and shift-to-shift follow-through are non-negotiable; handoffs matter here.
  
  

What Sets You Apart

• Previous FBO or fixed base operations experience.
• Familiarity with point-of-sale systems, client invoicing, or front-desk operations in a service environment.
• Experience communicating via radio or operating in an airport or flight operations environment.
• Natural ability to elevate the people around you and informally raise team standards without formal authority.
• Genuine passion for aviation, private travel, or luxury hospitality industries.