Customer Service Agent

Customer Service Agent

Location:

Bedford, MA, US, 01730

Flexible Work Arrangement:
Onsite

Job Category:
Fixed Base Operations (FBO)

Career Level:

Graduate / Entry Level

Requisition

As a Customer Service Agent, you will be the friendly face passengers and crew rely on throughout their journey at our Jet Aviation FBO. From arrival to departure, you will handle service requests, answer questions, gather feedback, and consistently deliver seamless, engaging, welcoming, and professional experiences.

• 1‑2 years of experience in an FBO or customer service‑related field (hospitality experience preferred).
• High School Diploma/GED or equivalent required.
• Proficient English language and communication skills.
• Ability to remain calm and effective under pressure.
• Strong customer orientation and excellent multi‑tasking abilities.
• Flexibility to work shifts and adapt to changing schedules.
• Ability to work in various weather conditions and meet minimum physical requirements.
• Team‑oriented mindset with a passion for delivering outstanding service.
• Must obtain an Airport  within 30 days of employment.
• Personal values aligned with Jet Aviation’s core values (Trust, Honesty, Alignment, Transparency).

• Deliver exceptional service to new and existing customers, addressing billing inquiries, service requests, suggestions and complaints in a warm and respectful manner.
• Resolve customer inquiries and complaints efficiently and fairly, while skillfully de‑escalating tense situations.
• Perform generalist duties within the Customer Support/Operations function.
• Provide information about Jet Aviation’s services, identifying opportunities to enhance customer relationships.
• Recommend and implement programs to support customer needs.
• Assist crew members with arrangements for hotels, ground transportation, catering, linens and other vendor services.
• Ensure compliance with all relevant airport and Jet Aviation policies, regulations and laws.
• Represent Jet Aviation professionally with industry groups, regulatory bodies and the General Dynamics network.

Aviation operates on a dynamic schedule; our success depends on team members who can adapt. The initial assignment is the 3rd shift (overnight 10pm – 6am), with the potential for changes over time.

• We operate 24 hours daily, 7 days weekly.
• Compensation: $19 – $22 per hour, equivalent to $40,000 – $43,000 annually, plus a performance‑based bonus up to 5% of annual salary.

• Financial Perks
  • Base hourly pay + overtime paid over 40 hours in one week
  • Holiday pay + paid time off (including 3 floating holidays)
  • 401(k) benefits, $1 for $1 match up to 6%
  • General Dynamics Employee Discounts
• Wellness and Health Perks
  • Multiple Medical, Dental & Vision insurance options for employee only or employee + additional family members
  • Paid sick time
  • Employee Assistance Program
  • Wellness Programs
  • Health Awards
• Performance Perks
  • Annual Merit Increase opportunity
  • Annual bonus potential up to 5%
• Continued Education Perks
  • Tuition Reimbursement for approved CE pursuits

The employee must use hands and fingers, handle, or feel, or reach. The employee frequently is required to stand, walk or sit. The employee is occasionally required to climb or balance, kneel, crouch or crawl. The employee must regularly lift and/or move up to 25 pounds. Specific vision required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust and focus.

The work environment involves standing, walking or sitting in both a heavy maintenance environment and in upscale customer areas. Noise levels can be moderate to high, especially during aircraft arrivals and departures. The employee may be exposed to vibration, fuel fumes, and extreme weather conditions. The hangar environment may become hot or cold during certain seasons.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans