NetJets Service Representative

About NetJets

Founded in 1964 and part of Berkshire Hathaway since 1998, NetJets is a leader in private aviation, renowned for pioneering fractional aircraft ownership. Serving a discerning international clientele, the company combines personalised service with a rigorous commitment to safety and operational excellence. As an employer, NetJets brings together pilots, maintenance specialists, operations professionals and client service teams, whose expertise underpins every journey. Its working environment places a premium on precision, discretion and collaboration, offering careers at the intersection of aviation and luxury service. For professionals drawn to exacting standards, NetJets represents an opportunity to contribute to a highly specialised, service-led business.

Role & Responsibilities

• Build relationships with Owners by meeting arriving and departing passengers and providing personalized service that fulfils their special requirements and needs.
• Communicate with Owners about operational issues and service requirements during their airport experience to manage expectations.
• Troubleshoot flight arrivals and departures at the FBO and nearby airports as needed; resolve issues proactively, mitigate service disruptions, keep relevant departments informed, and defuse situations promptly while minimizing pressure.
• Communicate local processes and Owner information to flight crews and assist with coordinating services at the local airport.
• Develop and maintain professional relationships with local vendors, including caterers, ground transportation providers and FBOs, to continuously improve service. Provide advance notice of peak flight activity and daily forecasts of departure and arrival information so vendors can prepare for NetJets flights.
• Maintain the NetJets lounges at the assigned location daily.
• Identify and understand Owner concerns and preferences, and relay them to relevant departments and Sales Teams to improve service, Owner satisfaction and Likelihood to Recommend (LTR).
• Share knowledge of local facilities, prospects and Owners with Sales and Marketing to support shared knowledge and new business opportunities.
• Travel as required for special events, high flight-volume days, training and development; collaborate with Marketing and Sales to host static events.
• Meet arriving and departing flights onsite, ensuring requested catering, ground transportation and special requests are in place.
• Serve as the onsite Owner advocate by providing personalized service, anticipating needs, and helping Owners remain comfortable and informed during flight delays, including offering beverages or catering and sharing updates from the home office.
• Personalize the travel experience with gifts aligned with the nature of travel and company guidelines.
• Adjust schedules to flight demand to provide optimal coverage of Owner flights and troubleshoot operational and service challenges.

Qualifications

• Bachelor’s degree in Hospitality or Aviation.
• 2–4 years of experience.
• At least 2 years of high-end hospitality or customer service experience.
• Knowledge of aviation.
• Professional demeanor.
• Excellent verbal and written communication skills.
• Solid command of hospitality service, including appropriate language, introductions, table settings, and basic wine and beverage service.
• Ability to work independently within operational guidelines.
• Ability to apply situational awareness and handle stressful situations while maintaining a positive attitude.
• Self-starter with diplomacy, effective problem-solving skills, high self-confidence and an outgoing personality.
• Empathy, assertiveness, diplomacy and confidence in all situations.
• Willingness and ability to work a varied schedule that may include evenings, nights, weekends and holidays.
• Physical ability to stand for long periods, lift up to 50 lbs. when assisting with luggage, and walk purposefully—sometimes long distances or between aircraft on a ramp—in all types of weather.
• Working knowledge of MS Word, Excel, SharePoint, MS Teams and other functional programs.

Skills

Experience

2–4 years of experience; at least 2 years in high-end hospitality or customer service.

Education

Bachelor’s degree in Hospitality or Aviation.

Benefits

Medical, dental and vision benefits; healthcare advocacy; Employee Assistance Program; Flexible Spending Accounts; Health Savings Account with annual employer contribution; wellness programs and discounts; paid time off; parental leave; life and accident insurance; voluntary financial protection benefits; 401(k) plan with NetJets matching 67% of standard elective deferral and catch-up contributions (super catch-up contributions are not eligible for the match); short- and long-term disability; legal plan; identity theft protection; pet insurance; family and caregiving support.

Culture

NetJets’ workplace culture is shaped by the exacting demands of private aviation, with safety, operational precision and discreet, personalised service at its core. Its environment calls for close collaboration among flight crews, operations teams and client-facing professionals, combining technical expertise with the responsiveness expected by a discerning international clientele.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.