Client Experience Representative

Deliver proactive, personalized service to all general aviation clients, anticipating needs and preferences before they are expressed.

Create memorable moments through genuine hospitality, warmth, and attention to detail that make clients feel valued and cared for.

Build lasting relationships with clients by learning their preferences, remembering important details, and consistently exceeding expectations.

Respond to client questions and resolve concerns with composure, empathy, and a solutions-focused approach.

Serve as a trusted concierge, ensuring every client interaction reflects the premium Jet Access experience.

Coordinate white-glove concierge services including luxury hotel accommodations, catering arrangements, and ground transportation.

Anticipate special requests and requirements, proactively offering solutions that enhance the client's journey.

Educate clients on available services, promotions, and loyalty programs in a consultative and respectful manner.

Identify opportunities to elevate the client experience through personalized touches and thoughtful recommendations.

Maintain proactive communication with clients throughout their visit to ensure seamless service delivery.

Coordinate essential aircraft services including fueling, GPU, lavatory service, and hangar storage with precision and timeliness.

Communicate effectively via air-to-ground and ground-to-ground radio systems to support smooth operations.

Collaborate closely with Line Service Technicians to deliver coordinated, efficient service that prioritizes client satisfaction.

Ensure all FBO operations adhere to the highest safety standards and applicable regulatory requirements.

Maintain a pristine, welcoming environment that reflects Jet Access standards for all clients, Team Members, and visitors.

Process client transactions through Point of Sale systems with accuracy, efficiency, and professionalism.

Generate and reconcile client invoices and aging reports with meticulous attention to detail.

Identify natural opportunities to enhance the client experience while supporting revenue growth.

Maintain thorough knowledge of pricing, promotions, and service offerings to provide clients with accurate information.

Support financial processes that enable smooth operations and consistent service delivery.

Share client feedback and insights with leadership to drive ongoing improvement in service delivery.

Stay current on aviation industry trends and FBO best practices, bringing fresh perspectives to the team.

Contribute to a positive, collaborative team culture that supports operational excellence and shared accountability.

Serve as an ambassador for Jet Access values, ensuring every client interaction reflects our commitment to quality and care.

Complete special projects and initiatives as needed, embracing opportunities to contribute to Jet Access's continued growth and success.

Who Thrives in This Seat

This is a fully on-site role based at various Jet Access FBO locations; remote work is not available.

Physical demands include extended periods of standing, walking, and light lifting as part of daily service operations.

A valid state driver's license is required for this role.

Some travel between locations may be required based on operational needs.

You bring composure and emotional resilience to high-pressure situations, maintaining warmth and professionalism regardless of circumstances.

You communicate clearly and confidently with clients, guests, and fellow Team Members, adjusting your style to meet each person where they are.

You receive feedback gracefully, treating it as an opportunity to improve and grow rather than a personal critique.

You build genuine relationships with clients and teammates, following through on commitments and earning trust over time.

You consistently show up with the energy and optimism that reflects the Jet Access culture, making the experience better for everyone around you.

Schedule is variable based upon location, with standard FBO operating hours as the baseline.

On-call availability, evening hours, and weekend shifts will be required to support operational needs.

This role requires strong time discipline and consistent follow-through on both client-facing and administrative responsibilities.

Flexibility is essential -- scheduling needs shift with traffic patterns, client activity, and seasonal demand.

Attendance and active participation in team meetings and L10 sessions are expected.

Previous client service experience in luxury hospitality, high-end retail, or premium service environments.

FBO or general aviation industry experience with familiarity of aircraft operations and ramp etiquette.

Hands-on experience with Point of Sale systems, particularly X1 FBO, and financial reconciliation workflows.

Demonstrated track record of building lasting client relationships and generating repeat business.

Multilingual capabilities to serve a diverse clientele.

Jet Access Group and affiliated companies are an Equal Opportunity Employer committed to diversity and inclusion in our workplace. Employment decisions are based solely on the qualifications and merit of the individual candidate and needs of the business, without discrimination on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.