Customer Service Representative

Customer Service Representative

Vesper Aviation | Burleson, TX | Temporary Full-Time

Position Type and Duration

This is a temporary, full-time assignment created to provide coverage during an approved Team Member leave of absence. The length of the assignment has not been determined and will depend on the Company's staffing and business needs.

Following the coverage period, the Company anticipates that this position will transition to a part-time role. Continuation in a part-time capacity is not automatic and will be determined based on job performance, business needs, and staffing requirements at that time.

This position is not eligible for Company benefits.

Employment with Vesper Aviation is at-will. Either the Team Member or the Company may end the employment relationship at any time, with or without cause and with or without notice. Nothing in this posting creates a contract of employment or a guarantee of employment for any specific period of time, number of hours, or continued employment in any capacity.

About the Role

As a Customer Service Representative, you are often the first and last impression our guests have, making you an essential part of the Vesper Aviation experience. In this highly visible, hospitality-driven role, you will welcome guests and crew members with professionalism, care, and a genuine commitment to creating exceptional moments.

Whether you are greeting a traveler, supporting a flight crew, or coordinating services behind the scenes, you bring grace under pressure and the attention to detail that ensures every visit is smooth, comfortable, and memorable. While guest service is the top priority, a significant portion of the daily work involves using a computer and requires a high level of concentration to ensure accuracy in busy settings.

This is a dynamic, hands-on position that requires flexibility to work varied schedules, including nights, weekends, and holidays, and the ability to work in both indoor and outdoor environments, often near active aircraft and ground service equipment.

Essential Duties and Responsibilities

• Meet and greet guests and crews upon arrival, providing a warm, friendly welcome, and escort them to the front entrance, aircraft, or vehicles.
• Collaborate and work closely with team members, guests, and visitors to ensure services are promptly and correctly handled in a professional and courteous manner, including the efficient and accurate transfer of information among guests, the private aviation terminal, other Company departments, and external parties.
• Accurately receive, dispatch, and process guest purchases and fuel transactions in accordance with Company procedures. May assist with general accounting work and financial record keeping.
• Provide guests with concierge services, including arranging reservations for hotel stays, ground transportation or rental cars, catering, and customs appointments.
• Manage guest, crew, and visitor inquiries; resolve requests; handle billing disputes; and address concerns efficiently and effectively.
• Increase guest satisfaction by understanding and promptly addressing guest needs, including identifying and offering additional Company services. Promote and sell the Company's services and products to aircraft passengers and crew.
• Maintain a working knowledge of the Company's facilities, services, website, surrounding areas, and other information commonly requested by guests.
• Monitor arriving and departing flights and communicate with aircraft to coordinate services and assign work to the Line Tech Team. Use real-time system management to log and schedule requested services, update service status, and prioritize the flow of operations. Ensure all departing aircraft have requested amenities such as catering, coffee, ice, and newspapers.
• Maintain and stock amenities in guest areas. Conduct daily inspections of assigned areas and ensure the lobby, pilot-facing spaces, and restrooms are clean, neat, and compliant with applicable regulations and Company policies. Take corrective action as needed.
• Assist crews and guests with luggage; provide transportation from the facility to the commercial terminal, hotel, or other nearby locations as required; and fulfill special requests. Assist pilots with access to airport and weather information, portals, and computers.
• Identify crew members, passengers, visitors, and vendors in accordance with all security procedures. Understand, comply with, and enforce all Company and airport security protocols, including physical, cyber, and data security. Practice safe computer use, recognize phishing attempts, and comply with Company IT policies.
• Assist the Line Tech Team so that guests receive an exceptional experience. Services include, without limitation, valeting guest vehicles, marshaling and wing walking, placing chocks and cones, and positioning stairs or jetways to aircraft.
• Stop work when an unsafe condition or act is likely to cause harm to people, the environment, Company or guest assets, or the Company's reputation if the work continues. Report concerns to the appropriate manager and cooperate in addressing the unsafe act or condition.
• Abide by emergency response procedures during critical events.
• Operate a multi-line telephone using the Company-approved greeting.
• Use the Company contact management system to review, capture, and update guest preferences in order to provide a personalized service experience.
• Create accurate records pertaining to time worked and activities and services performed.
• Recommend improvements to Company standards, administrative procedures, facilities, methods, and practices to the appropriate management personnel.
• Other duties may be assigned.

Physical and Environmental Requirements

The following are essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Regular, reliable, in-person, and timely attendance for scheduled shifts, which may include nights, weekends, and holidays.
• Work is performed both indoors and outdoors, near stationary and moving aircraft (including spinning propellers and engines) and ground service equipment.
• Work is performed in varying weather and environmental conditions, including precipitation, extreme temperatures, jet engine fumes, dust, and noise.
• Ability to lift and carry items weighing up to [XX] pounds, including lifting from floor level into an aircraft and from an aircraft to the ground.
• Ability to stand and walk for extended periods throughout a shift.
• Ability to read printed documents, labels, and computer screens.
• Ability to drive Company cars, vans, or shuttles where applicable.

Qualifications

Minimum Qualifications

• High school diploma or general education degree (GED).
• Minimum of 18 years of age.
• Valid state driver's license.
• Legal authorization to work in the United States.
• Ability to pass Company background checks (criminal and motor vehicle) and drug testing, to meet airport requirements to receive and maintain an airport security badge, and to be insurable under the Company's applicable insurance policies.
• Ability to communicate clearly in English in person, by telephone, and by radio. This requirement is based on the need to coordinate safety-sensitive tasks with flight crews, ground personnel, air traffic personnel, and emergency responders.
• Ability to read and comprehend documents such as safety rules, operating instructions, and procedure manuals.
• Ability to perform simple arithmetic (addition, subtraction, multiplication, division, percentages, fractions, and time).
• Ability to use a computer and email, learn Company software, and successfully and timely complete the Company's training programs, including computer-based modules.
• Ability to work flexible schedules, including nights, weekends, and holidays.
• Compliance with Company uniform and grooming standards as outlined in the Team Member Handbook.

Preferred Qualifications

• At least one (1) year of customer-facing experience in retail, hospitality, sales, aviation, or a fixed base operation (FBO).
• Experience with conflict resolution in a hospitality environment.
• Knowledge of radio procedures and protocols.

Knowledge, Skills, and Abilities

• Guest Service: Excellent guest service skills with an energetic, outgoing, and service-focused approach. Ability to anticipate and act on guest needs and to prioritize guest requests alongside other job responsibilities in a fast-paced environment.
• Professionalism and Discretion: Ability to handle stressful situations and high-profile clientele with poise, effectiveness, confidentiality, and professionalism, with cultural awareness and sensitivity.
• Interpersonal Skills: Ability to work well with others and collaborate effectively with team members while serving guests.
• Multitasking and Accuracy: Ability to handle multiple tasks simultaneously while maintaining attention to detail. A high level of concentration is required to ensure accuracy in busy settings.
• Critical Thinking: Ability to analyze and evaluate information and make sound, informed decisions in a fast-paced environment.
• Communication Tools: Ability to use telephone, fax, two-way radio, email, and text messaging to contact guests, crew members, team members, or emergency personnel.
• Direction and Judgment: Ability to exercise good judgment, understand and follow lawful directions and instructions, follow Company policies and procedures, and ask questions to clarify instructions.

Reasonable Accommodation

Vesper Aviation will endeavor to make a reasonable accommodation to the known limitations of a qualified applicant or Team Member with a disability; to conditions related to pregnancy, childbirth, and related medical conditions; and to sincerely held religious beliefs and practices, unless the accommodation would impose an undue hardship on the operation of our business. If you need a reasonable accommodation to participate in the application or interview process, to perform the essential functions of this position, or to receive other benefits and privileges of employment, please let the hiring Manager know.

Equal Employment Opportunity

Vesper Aviation is an Equal Opportunity Employer. We do not discriminate against any applicant or Team Member based on race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local law.

Pay: From $17.00 per hour

Work Location: In person

Salary : $17