Customer Service Representative

Reporting to our Vice President of Charter Paul Egger, the Customer Service Representative (CSR) plays a critical role in converting inbound demand into booked charter revenue while delivering a high-quality customer experience. This position serves as the front line for customer engagement, managing the full lifecycle from initial inquiry through quotation, follow-up, and booking support. This is not a passive service role — the CSR is expected to actively drive conversion, respond with urgency, and contribute directly to revenue growth.

• Serve as the primary point of contact for inbound charter inquiries via phone, email, and chat

• Capture detailed trip requirements and generate accurate, timely quotations

• Proactively follow up on all quotes and leads to drive conversion to booked revenue

• Manage customer requests including trip changes, cancellations, and issue resolution

• Deliver fast, effective, and professional communication across all customer interactions

• Resolve customer issues with a focus on single-contact resolution whenever possible

• Maintain accurate records of all customer interactions and opportunities in internal systems

• Collaborate with operations teams to align customer needs with service availability

• Meet or exceed individual revenue, conversion, and responsiveness targets

• Contribute to overall team revenue and customer satisfaction goals

• High school diploma or equivalent required

• 1–3+ years of experience in a call center, customer service, or inside sales environment

• Experience handling high call/email/chat volume with strong responsiveness standards

• Demonstrated ability to manage customer interactions professionally and efficiently

• Strong written and verbal communication skills

• Comfortable using CRM systems and standard business tools (email, spreadsheets, etc.)

• Ability to prioritize and manage multiple tasks simultaneously

• Customer-focused with a high-quality, responsive approach to service delivery

• Sales-oriented — comfortable driving conversations toward booking and revenue conversion

• Strong problem-solving skills; able to assess situations quickly and identify effective solutions

• Operates with urgency in a high-volume, time-sensitive environment

Preferred

• Charter, transportation, or logistics experience

• Inside sales or quote-to-book conversion experience

• Bilingual (English/Spanish)

$53,000 - $63,000 a year