Client Experience Representative

Brief DescriptionTitle: Client Experience RepresentativeLocation: Columbus, INReports to: FBO ManagerBuilt DifferentAt Jet Access: We elevate quality of life.Expect it all at Jet Access and our family of companies that provide premier private air travel, charter, aircraft management, sales, maintenance, flight training, airport operation and management.As a family-owned, professionally operated, and EOS-managed company, we are committed to growth and operational excellence. With private ownership and an employee-centric, values-driven approach, we move fast, care deeply, and act with purpose.Our people are not just part of our culture—they help define it. Together, we're building something exceptional: a place where doing the right thing, taking care of each other, and delivering for our clients is more than a motto—it's how we work.Our five core values aren't just words on a wall – they are lived principles that guide every decision we make: Safety First, Do the Right Thing for the Long Term, Take Care of Each Other, Relationships Matter, and Maintain Positivity.Expect a safe, positive, fast paced, and growth-oriented environment.Expect a culture focused on the wellbeing and happiness of our Team Members and their families.Expect to work with a diverse and talented group of aviation professionals.Expect your voice to be heard.Expect to matter.Your future success is our priority - Expect it all.The Jet Access ExperienceBut here's what you really need to know: the energy at Jet Access is different, and you'll feel it from day one. We move with purpose and intensity. We think strategically, act decisively, and tackle challenges head-on. This isn't a place for coasting. We expect excellence, ownership, and the drive to do things right—even when it's harder. We push each other to be better while genuinely caring about each other's success.Growth isn't just happening around us; we're driving it together. If you thrive in dynamic, high-performing environments where your contributions directly impact the business and your voice actually matters, you'll fit right in. Bring your energy, your expertise, and your commitment to excellence—and expect us to meet you with the same.Your ImpactAs a Client Experience Representative, you are the architect of exceptional client experiences at Jet Access. You serve as the welcoming face and voice of our FBO, creating memorable first impressions and lasting relationships with every interaction. Your focus is singular: delivering world-class, personalized service that exceeds expectations and reinforces why clients choose Jet Access.Your Competitive Edge Base Salary of $16.00 – 17.00 per hour, paid bi-weekly Overtime pay for all hours over 40Our commitment to "Take Care of Each Other" shows up in everything we offer—generous benefits, competitive wages and retirement plan matching, paid vacation and holidays, excellent training programs, and discounted flight training. You'll join a tight-knit family where leadership is compassionate, transparent, and empowers you to achieve success, both for the business and your personal growth.What The Days Look Like Variable schedule, based upon location On-call or evening/weekend hours will be required for this position. Where You Make Your MarkYour day revolves around creating exceptional experiences for every client who interacts with Jet Access. Here's what your role encompasses:Client Experience & Relationship Building Deliver proactive, personalized experiences to all general aviation clients, anticipating needs and preferences before they're 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 issues with grace, empathy, and a solutions-focused mindset Serve as a trusted advisor and concierge, ensuring every client interaction reflects the premium Jet Access experiencePremium Concierge Services 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, exclusive promotions, and loyalty programs in a consultative, non-pushy manner Identify opportunities to elevate the client experience through personalized touches and thoughtful recommendations Maintain communication with clients throughout their visit to ensure seamless service delivery and address any emerging needsOperational Coordination & Safety 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 ensure smooth operations Collaborate closely with Line Service Technicians to deliver coordinated, efficient service that prioritizes client satisfaction Ensure all FBO operations maintain the highest safety standards and compliance with regulations Maintain a pristine, welcoming environment that reflects Jet Access standards for all clients, team members, and visitorsFinancial Operations & Revenue Growth 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 upselling opportunities that genuinely enhance the client experience and drive 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 exceptional service deliveryStrategic Contributions & Continuous Improvement Complete special projects and initiatives as needed, embracing opportunities to contribute to Jet Access's continued growth and success Share client feedback and insights with leadership to drive continuous improvement in service delivery Stay current on aviation industry trends and FBO best practices to bring fresh ideas to the team Contribute to a positive, collaborative team culture that supports operational excellence Serve as an ambassador for Jet Access values, ensuring every client interaction reflects our commitment to excellenceThroughout your day, you'll embody our core values in every interaction—creating a culture where safety, integrity, genuine care, strong relationships, and positivity define not just what we do, but who we are.What Will Make You SuccessfulRequired Skills & Experience High School Diploma or General Education Degree (GED) equivalent Valid state driver's license Exceptional interpersonal, verbal, and written communication skills with natural warmth and professionalism Genuine passion for hospitality and creating memorable client experiences Strong attention to detail with ability to multitask in a fast-paced environment while maintaining service quality Proficient computer skills and ability to learn new systems quickly Team-oriented approach with ability to collaborate seamlessly across departments Professional appearance, demeanor, and commitment to representing the Jet Access brand Alignment with Jet Access core values and dedication to delivering world-class serviceAdditional Qualities That Will Make You Successful Previous Client service experience in luxury hospitality, high-end retail, or premium service industries FBO or aviation industry experience with understanding of general aviation operations Experience with Point of Sale systems (X1 FBO) and financial reconciliation processes Proven ability to build lasting client relationships and generate repeat business Track record of identifying and capitalizing on revenue opportunities while maintaining service integrity Natural problem-solving abilities and grace under pressure Multilingual capabilities to serve diverse clientele Enthusiasm for aviation and genuine interest in the private aviation experience 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.