Alliance Aviation Services · 2 hours ago
Customer Service Representative
Fort Worth, TX
Full-time
Onsite
Mid Level
3+ years expAlliance Aviation Services (AAS) is a premier Fixed Base Operator located in Fort Worth, Texas, providing comprehensive ground support and concierge-level services in the aviation industry. The Customer Service Representative (CSR) plays a vital role in delivering world-class customer service while performing key administrative and operational duties, ensuring seamless and superior aviation experiences for a diverse clientele.
AerospaceCustomer ServiceFacilities Support Services
Responsibilities
Serve as the first point of contact, creating lasting impressions through service excellence
Greet and assist guests at the FBO with warmth and professionalism
Provide VIP planeside greetings with carpet service, ensuring an elevated arrival experience
Maintain clean, organized, and welcoming facilities and amenities
Answer incoming calls and emails promptly and courteously, efficiently resolving inquiries
Utilize creativity and attention to detail to create memorable experiences for guests
Support smooth operations with precise documentation and resource management
Retrieve and distribute incoming mail throughout the facility
Accurately receive, communicate and ensure completion of fuel and service requests
Communicate with use of two-way radios with team members and customers
Input customer data and service details into systems such as TAS, FlightBridge, and Salesforce
Organize and maintain internal documents, reports, and logs
Accurately invoice and collect payment for services rendered in a timely manner
Reconcile vendor billing and commissions and place orders
Facilitate seamless guest experiences and personalized travel solutions
Maintain and clean crew cars provided for customer use
Wash and service base customer vehicles, ensuring optimal presentation
Manage rental vehicle reservations, contracts, and check-in processes on behalf of rental agencies
Assist customers in placing accurate and timely catering orders
Support travel arrangements, including hotel accommodations, ground transportation and charter coordination
Provide proactive recommendations and assistance tailored to guest preferences
Promote services and support major aviation events with professionalism
Contribute to marketing initiatives and promotional campaigns
Assist with the coordination and operations of premier events such as NASCAR, philanthropic and industry events
Represent AAS during special events with poise and attention to detail while ensuring minimal disruption to normal operations
Assist in the security of the airport, our customers, their assets and our team members
Contribute to ongoing excellence through collaboration and continuous improvement
Assist in training and onboarding new Customer Service Representatives
Perform additional duties as assigned to support the FBO’s operational success
Qualification
Required
Strong command of Microsoft Office tools (Word, Excel, Outlook, PowerPoint) for document handling and communication
Familiarity with Salesforce or comparable CRM systems to manage customer relationships and workflow
Operational experience with VHF and two-way radios to ensure accurate, real-time communication across departments
Exceptional verbal and written communication with a professional, customer-first attitude
Ability to communicate clearly and calmly under pressure—whether in person, by phone, or over radio
Demonstrated ability to multitask efficiently in a fast-paced, service-driven environment
Excellent organizational habits with a keen eye for detail and task prioritization
Strong time management skills and a proactive approach to getting things done
High level of discretion and professionalism, especially when interacting with VIP clientele
Versatile and composed when working in dynamic settings or handling last-minute requests
Team-oriented with a self-motivated attitude and a commitment to maintaining high standards
High school diploma or equivalent required
Minimum of 3 years of experience in customer service, preferably in aviation, hospitality, or luxury service environments
Experience working in high-volume or fast-paced environments where multi-tasking and client engagement are key to success
Preferred
Exposure to aviation operations or prior experience within a Fixed Base Operator (FBO) preferred
Familiarity with scheduling platforms, service coordination tools, or CRM systems such as Salesforce preferred
Bilingual proficiency preferred
Company
Alliance Aviation Services
Alliance Aviation Services offers aircraft disinfectant and ventilation sanitization services.
11-50 employees
Funding
Current Stage
Early StageRecent News
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