Customer Service Coordinator

Customer Service Coordinator

Contour Aviation Headquarters - Smyrna, TN 37167

Position Type Full Time Job Shift Any Education Level High School Travel Percentage Negligible Category Customer Service

Contour is a long-established aviation services company with a diverse range of capabilities. At Contour Airlines, our core values guide every action and decision. We are unwavering in our commitment to integrity and safety, which remains at the heart of all our business lines. Our team members exemplify an attitude of excellence, consistently striving to think like a customer. We believe there is strength in unity, and we work together as a team to achieve ambitious goals.

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

• 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
• Paid Sick Leave
• Vested Vacation Hours
• Non-Revenue/Space Available (NRSA) Travel Privileges
• Leaves of Absence
• Contour offers a competitive salary based on your prior work experience.

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.

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

Our rapid growth has created exciting career opportunities. We invite you to become part of our family and contribute to our ongoing success.

• 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.

• 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 training/knowledge-management systems preferred.
• Knowledge of employment-related regulations, customer service best practices, and operational compliance standards preferred.
• Must have a high school diploma or GED equivalent
• Experience working for a Part 135 Charter Operations preferred
• Experience in luxury sales preferred
• Willing to be scheduled as an after-hours on-call person in rotation with other personnel to include weekends and holidays.
• Must be willing to carry a mobile phone or other similar communications and be accessible 24/7 as needed.
• Must be able to negotiate and close.
• Must have a valid driver's license and good driving record.
• Be authorized by law to work in the United States and able to travel in and out of the United States.
• Must have experience and be highly proficient in Microsoft Office 365, Excel, Word, Outlook, and related software.
• Able to pass a required 10-year work history review and submit to criminal…