Client Experience Coordinator

Title :

Client Experience Coordinator Location :

Fishers, IN Reports to :

Broker and Client Services Director Built Different:

At 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 Experience:

But 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 Impact:

The Client Experience Coordinator is the primary point of contact for clients and broker partners throughout every phase of their trip with Jet Access, ensuring each interaction reflects the highest standards of professionalism, accuracy, and care. This role manages the full trip coordination lifecycle—from initial trip setup through post-flight follow-up—while monitoring feasibility and keeping all parties informed and confident. The result is a seamless, polished experience that strengthens client relationships and reflects the standard of excellence Jet Access is known for.

Your Competitive Edge:

Hourly rate: $19.00-$25.00/hour, paid bi-weekly This position is classified as FLSA Non-Exempt (Hourly) and will be eligible for Overtime for hours worked over 40 in a calendar week Our 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 :

Schedule:

Variable, will transition to 4 x 10-hour shifts per week Coverage window: 7:00 a.m. - 11:00 p.m., Sunday through Saturday; shift assignments rotate to ensure full-week coverage In-office position based in Fishers, IN Schedule may vary based on operational needs, trip volume, and team coverage requirements Holiday and weekend coverage will be required given the 7-day operational window

Where You Make Your Mark:

As a Client Experience Coordinator at Jet Access, you'll serve as the operational and relational hub for every trip in your care—keeping clients informed, logistics airtight, and the experience exceptional from booking to touchdown and beyond. Here's what your role encompasses: Trip Setup & Documentation Receive and review the booked trip packet to ensure all required information is complete and accurate Build the preliminary trip sheet with attention to detail, ensuring it reflects client preferences, itinerary specifics, and special requirements Distribute the trip sheet to the client and broker partner in a timely, professional manner Maintain organized, up-to-date trip records throughout the full lifecycle of each flight Identify and flag any discrepancies or missing information in the trip packet before coordination begins Client & Broker Communication Serve as the primary liaison between the client, broker, and Jet Access throughout every stage of the trip Communicate proactively and professionally, setting clear expectations and providing timely updates to all parties Conduct structured pre-trip check-ins at the 5-day, 72-hour, and 24-hour marks to confirm details and surface any changes Handle client inquiries, requests, and adjustments with responsiveness, ownership, and a solutions-focused mindset Represent Jet Access with polish and professionalism in every written and verbal interaction Trip Logistics Coordination Coordinate catering arrangements in alignment with client preferences and trip requirements Manage passenger manifest collection and accuracy, ensuring compliance with all applicable requirements Arrange ground transportation as needed, confirming details with clients and service providers Fulfill special requests with care and attention, elevating the overall client experience wherever possible Confirm all logistical elements are in place and communicated to relevant parties prior to departure Feasibility Monitoring & Flight Following Monitor trip feasibility in the days leading up to departure, including weather conditions, NOTAMs, and routing considerations Conduct active flight following for trips in progress, maintaining situational awareness and communicating updates as appropriate Escalate feasibility concerns or operational issues promptly to the appropriate team members or leadership Apply foundational aviation knowledge to assess conditions and anticipate potential trip impacts Continuously build aviation and operational knowledge through on-the-job experience and leader-directed training Post-Trip Follow-Up & Continuous Improvement Complete post-flight follow-up surveys with clients and broker partners to capture feedback and assess satisfaction Document and communicate recurring issues or improvement opportunities to leadership Contribute to team performance by sharing insights, best practices, and lessons learned from trip experiences Maintain a high standard of accuracy and professionalism in all records, communications, and deliverables Complete special projects and initiatives as needed, embracing opportunities to contribute to Jet Access's continued growth and success Every trip is an opportunity to demonstrate that Relationships Matter—through attentiveness, follow-through, and genuine care for the people we serve. By bringing Maintain Positivity and a commitment to excellence to every shift, you'll help Jet Access deliver on its promise to elevate quality of life for our clients, partners, and Team Members alike.

What Will Make You Successful:

Required Skills & Experience High school diploma or equivalent required; associate or bachelor's degree in Aviation, Hospitality, Business, or related field preferred Basic foundational knowledge of aviation operations, aircraft types, or charter industry; additional training will be provided Strong written and verbal communication skills with a polished, client-facing presence Exceptional organizational skills and attention to detail with the ability to manage multiple active trips simultaneously Proven ability to perform accurately and calmly under time pressure and in a fast-paced environment Proficiency in Microsoft Office Suite; comfort learning aviation operations platforms (training provided) Ability to work a rotating shift schedule including weekends, early mornings, and late evenings as required Must pass a background check and pre-employment screening Deep alignment with Jet Access core values and a genuine commitment to delivering exceptional client experiences

Additional Qualities That Will Make You Successful:

Previous experience in charter operations, flight coordination, hospitality, concierge services, or a client-facing aviation role Familiarity with aviation weather products, NOTAMs, and basic flight planning concepts Experience with Avianis, Avinode, or similar aviation trip management platforms Demonstrated ability to build rapport and maintain relationships with high-expectations clients or partners A service-first mindset with a genuine passion for delivering white-glove experiences in a dynamic, high-stakes environment 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.