Owner Services Representative

PlaneSense, Inc., which manages and operates a fleet of Pilatus PC-12 & PC-24 aircraft on behalf of fractional aircraft share owners, seeks to hire a full time highly capable and self-motivated person for the Owner Services Representative role, which performs a complete spectrum of aviation-related Customer and Crew Service work within its Flight Operations Center (FOC).

The FOC functions as the operational nerve center for PlaneSense, Inc. and Cobalt, LLC inside of the highly regulated and rapidly changing aviation industry. The primary objective of the Owner Services Representative is to provide world class customer service, advocacy for, communication and coordination with PlaneSense and Cobalt program participants, various departments, and vendors. Accurate and complete execution of assigned duties and responsibilities is required.

Essential Duties and Responsibilities:

• Vigilant situational awareness of assigned trips and aircraft
• Management of assigned:
  • Trips
  • Validations
• Pursuit of excellent customer service via the following:
  • Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
  • Advocacy on behalf of PlaneSense and Cobalt customers
  • Coordination and communication with Account Services, Crew Services, and Scheduling
  • Maintain detailed records of customer interactions
• Coordination and execution of logistical needs for assigned trips including:
  • Catering
  • Transportation
  • Special care
• Coordination and execution of logistical needs for assigned aircraft and trips including:
  • Arrival and departure arrangements with airport operators
  • Preliminary review of weather or air space restrictions impacting client travel
  • Securement of parking, arrival, and departure slots
• Other duties may be assigned by leadership

Requirements:

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to remain calm and composed under pressure.
• Empathy and active listening skills to understand customer needs.
• Positive attitude and a willingness to go the extra mile for customers.
• Ability to work independently and as part of a team.
• Previous experience in customer service or a related field is preferred.
• Capable of working assigned shift that may include early mornings and late nights, weekends, and holidays

Soft Skills:

• Empathy: Understanding and sharing the feelings of customers to provide better support.
• Active Listening: Fully concentrating, understanding, responding, and remembering what customers say.
• Patience: Remaining calm and composed, especially when dealing with difficult situations.
• Communication: Clearly conveying information and instructions to customers.
• Problem-Solving: Identifying issues and finding effective solutions.
• Adaptability: Adjusting to different situations and customer needs.
• Teamwork: Collaborating with colleagues to achieve common goals.
• Positive Attitude: Maintaining a cheerful and optimistic demeanor.

Education and/or Experience:

• Highschool diploma or equivalent required
• Minimum 1 year in a service industry preferred
• Minimum 1 year in a direct client facing role preferred

Computer Skills:

• Familiarity with Microsoft Office suite, Windows operating system, internet browsers, and the ability to gain proficiency with complementary additional software

Possible work schedules for this position:

• Sunday-Wednesday 5:00 AM – 3:00 PM
• Sunday-Wednesday 1:30 PM- 11:30 PM
• Wednesday-Saturday 5:00 AM – 3:00 PM
• Wednesday-Saturday 1:30 PM- 11:30 PM

* Qualified candidates must be able to reliably commute to or relocate to Portsmouth, NH.

**Qualified candidates must be available to work any of these schedules.

PlaneSense, Inc. provides a clean work environment, excellent benefit package and competitive compensation. We offer equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, or gender identity), national origin, age, disability, veteran status, or genetics. In addition to federal law requirements, PlaneSense, Inc. complies with applicable state and local laws governing nondiscrimination in employment.

If you require reasonable accommodation to complete an employment application, participate in an interview, complete pre-employment testing, or otherwise take part in the employee selection process, please contact careers@nullplanesense.com.

Compensation for this position will be discussed in detail during the interview process. Candidates applying from a state or locality that requires salary disclosure may request this information by contacting careers@nullplanesense.com.