Customer Service Coordinator

Contour Airlines 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.

Full-Time Employee Benefits & Compensation Overview

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

Insurance

• 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

• Eligibility begins the first day of the month following your hire date.
• The Company offers a matching contribution up to 6% of your eligible compensation.
• Enrollment guidelines and a 401(k) Enrollment Guide will be provided during onboarding.

Paid Sick Leave

• Accrual of up to 56 hours of paid sick leave per year.
• Unused sick leave rolls over annually until your sick bank reaches 480 hours.

Vested Vacation Hours

• Eligible to receive vacation hours on January 1st following your hire date.
• These hours will be vested and available for use in accordance with Company policies.

Non-Revenue/Space Available (NRSA) Travel Privileges

• NRSA (non-revenue/space available) travel privileges on Contour Airlines upon hire and access to MyID Travel after 6 months of service.

Leaves of Absence

• Eligible for various types of leave including:
  • Medical Leave
  • Non-Medical Family Care Leave
  • Maternity and Paternity Leave
  • Personal Leave
• Detailed leave policies are outlined in the Contour Airlines Employee Handbook which will be provided during onboarding.

Compensation Details

• Contour Airlines offers a competitive salary based on your prior work experience.

Equal Employment Opportunity

Contour Airlines 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.

Accommodations

Contour Airlines 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 .

Join Our Growing Team

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

Key Responsibilities

• Manage and coordinate system-wide flight delays within the Companys operating systems ensuring timely and accurate communication to internal and external stakeholders.
• Communicate delay plans to divisions outside of SOC maintaining strong cross-departmental alignment.
• Assign gates and update gate changes throughout the day ensuring FIDS/GIDS accuracy and continuity of station operations.
• Anticipate passenger disruption needs and collaborate with stations and Reservations on re-accommodations and service recovery.
• Support the Reservations team during peak call volume IROPs and large-scale re-accommodation events.
• Create update and manage customer servicerelated training documents resource libraries and digital applications.
• Deliver customer service training (new hire recurrent targeted refreshers) via in-person sessions webinars and on-site visits.
• Research track and report on irregular operations (IROPs) identifying trends and improvement opportunities.
• Manage monitor and report key performance indicators (KPIs) related to customer service station performance and guest impact.
• Comply with all departmental policies and procedures.
• Other duties as assigned by leadership

• Be at least 23 years of age.
• Ability to accept assignment at the Contour Airlines 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 drivers 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 history records check.
• Must understand read and write English.
• Possess polished and professional interpersonal skills with a positive attitude and a customer-oriented mindset.
• Possess strong leadership interpersonal and organizational skills.
• Must have well-developed people skills and ability to work with a variety of personalities.
• Able to coordinate multiple priorities and meet deadlines.
• Able to handle interruptions and a fast-paced environment.
• Maintain strong attention to detail.
• Be self-motivated and able to motivate others
• Excellent interpersonal and conflict resolutions skills.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Thorough knowledge of employment-related laws and regulations.
• Ability to manage multiple complex projects simultaneously.
• Excellent communication skills both written and verbal delivered with tact and professionalism.
• Ability to work independently and as part of a team.
• Ability to work in a safe professional manner adhering to all regulatory requirements including OSHA EPA state and federal regulations.

Disclaimer: The above statements are intended only to describe the general nature and level of work required for the referenced position; they are not intended to be an exhaustive list of all responsibilities duties and skills required of individuals in the position. Please be advised that the duties and expectations of this position may be subject to change.