No Plane No Gain


Primary Responsibilities:

Customer Service

  • Answer incoming calls/emails and handle request or connect with appropriate staff member
  • Secure confirmations from customers on quote receipt as well as subsequent trip bookings and any related changes
  • Display a pleasant and friendly style
  • Determine needs and expectations of customers and respond with options to ensure customer satisfaction
  • Demonstrate a sense of urgency and desire to exceed customer expectations
  • Empathize with internal and external customer situations
  • Act quickly and professionally to resolve internal and external customer requests, concerns or complaints
  • Aircraft Dispatch and Coordination
  • Entry into Daily Briefing Log for each shift completed
  • Entry and update of information in charter operations software
  • Create trip folders; complete and file all related paperwork and checklists
  • Conduct Daily Briefing of staff when assigned to opening shift
  • Review meteorological information to determine potential impact on flight schedules and inform pilots and customers as applicable
  • Preparation of quotes from customer inquiry, management request and various charter services (e.g. Avinode, NBAA, CharterX, LegFind, GE, etc.)
  • Preparation and maintenance of Trip Sheets including, but not limited to, itinerary specifics, pax manifests, crew/pax accommodations, crew/pax transportation (car rentals/limos/airline tickets, etc.), catering, FBO notifications, customs, overflight review, airport curfews/noise restrictions/special requirements, fuel stops and trip cancellation
  • Active flight following of all trips including catering and ground transportation
  • Anticipation of trip events, situations and opportunities (weather, duty time, airport deviations, empty leg sales) and takes action to manage customer expectations


  • Interact with others in a professional and respectful manner
  • Follow through with other company departments and employees
  • Recommend process and communication improvements
  • Regular and prompt attendance
  • Work with accuracy, clarity and an eye for detail

Additional Responsibilities

  • On-call and overtime duties as required
  • On the job training for new employees
  • Generate customer thank you letters


  • High school diploma or equivalent required, college education preferred
  • Computer literate with the ability to learn new software applications, FOS experience and knowledge preferred
  • Professional verbal and written communication skills required
  • One year of customer service experience, preferred
  • Knowledge of aviation terms and acronyms, preferred
  • FAA Aircraft Dispatchers License, preferred
  • Pilots License, preferred
  • Must pass all conducted background and security checks
  • Excellent listening and problem solving skills
  • Sensitivity to political circumstances
  • Ability to work as part of a team
  • Ability to effectively and briefly communicate and present information
  • Ability to manage multiple customers, trips, telephone calls and computer tasks, concurrently
  • Ability to act and achieve under pressure and be adaptable to change on a constant basis
Last modified onThursday, 08 September 2016 11:53
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