Customer Service Coordinator Job Smyrna area,Tennessee USA,Customer Service/HelpDesk

Job Details

Job Location:

Contour Aviation Headquarters - Smyrna, TN 37167

Position Type:
Full Time

Education Level: High School

Travel Percentage:
Negligible

Job Shift: Any

Job Category:
Customer Service

Full‑Time Employee Benefits & Compensation Overview

As a full‑time employee of Contour, you are eligible for the following benefits and programs:

Insurance
- Health, vision, and dental insurance, plus short/long‑term disability and voluntary life insurance (effective the first day of the month following your hire date)
401(k) Savings Plan
- Eligibility begins the first day of the month following your hire date.
- The Company offers a matching contribution up to 6% of your eligible compensation.
- Enrollment guidelines and a 401(k) Enrollment Guide will be provided during onboarding.
Paid Sick Leave
- Accrual of up to 56 hours of paid sick leave per year.
- Unused sick leave rolls over annually until your sick bank reaches 480 hours.
Vested Vacation Hours
- Eligible to receive vacation hours on January 1st following your hire date.
- These hours will be vested and available for use in accordance with Company policies.
Non‑Revenue/Space Available (NRSA) Travel Privileges
- NRSA travel privileges on Contour upon hire and access to MyID Travel after 6 months of service.
Leaves of Absence
- Eligible for various types of leave, including:

Equal Employment Opportunity

Contour is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, citizenship, color, creed, sex, national origin, race, religion, sexual orientation, political affiliation, marital status, pregnancy, pre-disposing genetic characteristics, veteran status, military status, disability, gender identity or expression, familial status, criminal history, status as a victim of domestic violence, or any other protected status.

Accommodations

Contour is committed to providing reasonable accommodations to applicants and employees. If you require accommodations during the application or onboarding process, please contact Human Resources at

Key Responsibilities

Coordinate and manage system‑wide flight disruptions within the Company’s operational systems, ensuring timely, accurate, and customer‑focused communication to internal and external stakeholders.
Serve as a key liaison between the Systems Operations Center (SOC), Reservations, airport stations, and leadership teams to support consistent passenger recovery efforts across the network.
Anticipate passenger needs during delays, cancellations, and irregular operations (IROPs), proactively coordinating re‑accommodations, service recovery, and customer communication strategies.
Monitor passenger connections, flight delays, and operational impacts to minimize disruption and improve the overall customer experience.
Support Reservations and Customer Care teams during peak call volumes, disruption events, and large‑scale recovery situations.
Assist with VIP, group travel, and special handling situations requiring elevated customer service attention and operational coordination.
Maintain and coordinate alternate transportation resources and recovery plans for IROP situations, including hotel, ground transportation, and other passenger recovery solutions.
Create, maintain, and manage customer service training materials, operational resources, and process documentation.
Research, track, and report on irregular operations trends, customer impact, and service recovery opportunities to support continuous improvement initiatives.
Monitor and report customer service performance metrics (KPIs), including guest impact, operational recovery effectiveness, and station performance trends.
Maintain compliance with all company policies, procedures, safety standards, and customer service expectations.
Perform additional duties as assigned by leadership.

Qualifications

Be at least 18 years of age.
Ability to accept assignment at the Contour Corporate Headquarters in Smyrna, TN.
Ability to travel up to 25% of the time (primarily planned station support and training).
Experience with HRIS, LMS, or other…