Customer Service Coordinator

Contour is a long-established aviation services company with a diverse range of capabilities. At Contour, 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, 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 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 Employee Handbook, which will be provided during onboarding.

Compensation Details

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

Equal Employment Opportunity

Contour 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 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 hr@flycontour.com.

Join Our Growing Team

Our 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 Company's 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 service-related 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