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Customer Service Representative

Pilatus Aircraft USA Ltd

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Westminster, Maryland

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PERMANENT

Updated 09/07/2026

Job Description

Job Summary

Take-off with Pilatus! We are seeking a Customer Service Representative to support front desk operations and deliver exceptional service to pilots, passengers, customers, and visitors at our Westminster, MD facility. This role serves as a key point of contact for customers while coordinating services that support aircraft arrivals, departures, and maintenance activities.

We are currently hiring for the following shifts:

Afternoon Shift (PM)

Monday-Friday, 12:00 PM-8:00 PM with occasional weekends

Essential Duties/Responsibilities

Welcoming and assisting pilots, passengers, customers, vendors, and visitors in person and by phone

Coordinating customer requests, aircraft services, catering, ground transportation, hotel accommodations, and rental vehicles

Scheduling customer visits and communicating service requirements with Maintenance, Sales, and Line Service teams

Preparing quotes, invoices, fuel transactions, and customer account documentation

Supporting aircraft arrivals and departures through coordination with Line Service personnel

Maintaining passenger lounges, conference rooms, and customer-facing facilities

Processing mail, shipments, and administrative documentation

Monitoring facility access and supporting after-hours customer service activities

Collecting customer feedback and identifying opportunities to improve the customer experience

Compliance with company procedures, safety requirements, and training expectations

Requirements

High school diploma or GED preferred

Minimum 18 years of age

Availability to work Monday through Friday, 12:00 PM-8:00 PM, with occasional weekend coverage as needed

1-2 years of customer service, hospitality experience or related, aviation experience highly preferred

Proficiency with Microsoft Office applications and general computer systems

Strong communication, organization, customer service, and multitasking skills

Positive attitude, professionalism, and willingness to learn

Dependable work ethic and attention to detail

Availability to work assigned shifts and occasional weekends

What We Offer

11 paid holidays a year, plus 15 days of paid vacation time, and 6 days of paid sick/personal time to start with an increase to 20 days of paid vacation time after 5 years with Pilatus

90 of medical, dental, and vision premiums paid for single coverage and 80 for family coverage, averaging $9,600 annually

Monthly health savings account (HSA) contributions totaling $2,250 for single coverage and $3,000 for family coverage annually

401(k) retirement plan matching up to 6

Life and long-term disability insurance premiums paid in full

Tuition assistance available annually after the first year

The pay range is $19 - $21 per hour depending on experience. Pay rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.

Interested and qualified candidates should submit their applications as soon as possible. Please note that this announcement may be close at any time, early applications are encouraged.

With over 3,000 employees and about 200 apprentices at its headquarters in Stans, Switzerland, completion center in Broomfield, Colorado, and multiple service centers across Westminster, MD, Rock Hill, SC, Chamblee, GA and Sarasota, FL, the Pilatus family unites people from over 40 countries. We offer a secure, innovative, international, and sustainable work environment. Courage, vision, and outstanding performance have made us a strong company. Our culture is shaped by a high level of quality awareness, close customer relationships, and a high degree of employee commitment.

Pilatus Aircraft USA Ltd. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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