Customer Service Representative - Full Time and Part Time

USAirports is a family-owned, full service FBO that operates 24/7/365 and serves the aviation community as a fixed base operator in a state-of-the-art facility at the Frederick Douglass - Greater Rochester International Airport. USAirports provides a full range of amenities and support services such as fueling, hangaring, aircraft maintenance, cargo handling, and ramp parking to the airlines, general aviation and transient aircraft on the airfield. 

Customer Service Representatives (CSR's) are one of the main points of contact for customers and crew using the services provided by USAirports. CSR's provide assistance with various tasks including scheduling aircraft arrivals/departures, booking accommodations, working as a team with Line Service, and processing different payments, all while being the face of the company and demonstrating the highest degree of confidentiality. We are looking for highly motivated individuals who can provide their own unique qualities while working in a fast-paced, friendly business aviation environment.

Reports to:                VP – Customer Service, Sales, and Marketing

Hourly Rate:              $16.50 to $19/hr. Based on Experience


Essential Duties and Responsibilities:

  • Go the extra mile to provide the best possible service to our customers.
  • Provide product and service information, retain records of customer interactions, inquiries and services taken.
  • Assist flight crews and customers with accommodations, i.e., hotels, ground transportation, catering.
  • Processing payments and adjustments.
  • Resolve issues in an efficient and cordial manner.
  • Anticipate customer and client needs to provide superior customer satisfaction.
  • Other duties as assigned.


  • Excellent communication skills.
  • Friendly personality and professional attitude.
  • Motivated and alert team player who is composed and enjoys working in a fast-paced environment with accuracy.
  • Shows confidence and reliability in all aspects of performance.
  • Excellent dependability and able and willing to work flexible work hours/shifts.
  • Computer proficiency in Microsoft Office 365 (Word, Excel, Outlook).
  • Nights, weekends, and/or holidays required.
  • High School Diploma or GED required.
  • Must have a valid NYS Driver’s License.
  • Must be able to pass pre-employment background check, DMV check and employment verification.
  • Experience in airline, hospitality/resort, travel services, catering, personal customer service industries or military service desired but not necessary.

Physical Demands and Work Environment:

  • While performing the duties of this job, the employee is required to speak, hear, and use hands to handle, feel, or reach.
  • The employee frequently is required to stand, walk, or sit. 
  • The employee is occasionally required to climb or balance, kneel, or crouch. 
  • The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
  • Specific vision required for this job includes close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust and focus.
  • Ability to wear PPE (personal protective equipment) such as ear protection, safety glasses, and high visibility clothing when required. 


USAirports is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by Federal, State, or Local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall leave of absence, compensation, benefits, training, and apprenticeship. USAirports makes hiring decisions based solely on qualifications, merit, and business needs at the time.