Customer Service Representative (Overnight)

AAS is seeking a polished, professional, and enthusiastic Customer Service Representative (CSR) to join our team in Fort Worth, TX . Reporting to the Customer Experience Manager, the CSR plays a vital role in delivering world-class customer service while performing key administrative and operational duties. This fast-paced, team-oriented environment demands a detail-driven and customer-focused individual who consistently demonstrates professionalism, courtesy, and adaptability in interactions with pilots, crew members, passengers, and internal stakeholders.

As a frontline ambassador, the CSR is instrumental in shaping memorable aviation experiences that reflect our commitment to excellence and hospitality.

- 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.

- Perform daily bookkeeping, general accounting, and reconciliation activities to ensure financial accuracy and operational continuity.

- Process fuel sales and military receipts, and related documentation in accordance with company procedures.

- Reconcile cash, credit card, and petty cash transactions, investigating and resolving discrepancies as needed.

- Assist with overnight reporting, recordkeeping, and administrative closeout activities.

- Facilitate seamless guest experiences and personalized travel solutions.

- 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.

- 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.

- Minimum of 3 years of experience in customer service, preferably in aviation, hospitality, or luxury service environments.

- Exposure to aviation operations or prior experience within a Fixed Base Operator (FBO) preferred.

- Experience working in high-volume or fast-paced environments where multi-tasking and client engagement are key to success.

- Familiarity with scheduling platforms, service coordination tools, or CRM systems such as Salesforce preferred.

- Additional programs to support Associates and their families