More Than a Greeting: How Pentastar’s CSR Team Delivers Exceptional Experiences

Before the engines roar and the wheels lift off the ground, someone has already coordinated your catering, parked your car, and made sure your flight crew has everything they need for a smooth journey. That person is a Pentastar Aviation Customer Service Representative (CSR).

At Pentastar, CSRs are the force behind every smooth departure and stress-free arrival. They make every interaction feel effortless, anticipate needs before they’re spoken, and know your favorite coffee order by heart.

Andrea Weinman didn’t set out to work in aviation, but thirteen years later, she’s Pentastar’s Customer Service Supervisor, and one of the many reasons guests feel right at home the moment they arrive.

We sat down with Andrea to learn what the CSR role is really like behind the scenes.

Q: Can you tell us about your role as a CSR at Pentastar and what a typical day looks like?

Andrea: Our goal is to make every guest’s visit exceptional from start to finish. A typical day includes welcoming clients, coordinating with flight crews, arranging reservations, and ensuring every detail is handled with care.

There’s always something new happening. One moment you’re assisting a passenger, and the next you’re helping a pilot coordinate logistics. That variety is part of what I enjoy — no two days are the same.

Q: What first sparked your interest in aviation, and how did you get your start in the industry?

Andrea: I actually went to school for elementary education. It was summertime, and I wasn’t teaching yet, so I took a part-time job at Pentastar after a friend mentioned they were hiring. I thought it would be temporary, but I was hooked. I’ve always found aviation fascinating, and the work just pulled me in.

Over the past 13 years, I’ve had the chance to grow in several roles, from part-time CSR to accounting and now into leadership. Each step has given me a new perspective and appreciation for the teamwork that makes everything run smoothly.

Q: What do you enjoy most about working directly with clients and the Pentastar team?

Andrea: Definitely the people — both our clients and our team. We take pride in creating memorable experiences and anticipating needs before they arise. Whether it’s having a client’s preferred snack ready or making sure their car is waiting, the little touches make a big difference.

Our team works so well together. Everyone brings unique strengths, and that collaboration is what makes our service truly special.

Q: Can you share a moment or memory from your time at Pentastar that you’re especially proud of?

Andrea: There are so many! I love when we can go above and beyond for our guests, whether it’s arranging a special meal late at night, ensuring luggage gets where it needs to go, or helping with a last-minute request. Those moments of personalized service are what we’re known for, and they really stay with you.

Q: How do you approach problem solving and keeping clients happy under pressure?

Andrea: At Pentastar, we focus on being proactive and resourceful. Our team communicates constantly, and everyone is ready to jump in and help where needed. It’s all about staying positive and finding solutions quickly so the client always experiences seamless service.

Q: What’s something about your job that people might not realize or appreciate from the outside?

Andrea: Many people are surprised by how dynamic the CSR role is. We’re not just at the desk; we’re greeting aircraft, coordinating ground support, managing details behind the scenes, and making sure everything runs perfectly. It’s a hands-on, fast-paced environment that’s both exciting and fulfilling.

Q: How have you seen the CSR team or the private aviation industry evolve over your career?

Andrea: The industry has become more personalized and connected. We use technology to communicate with crews in real time and track preferences so we can tailor every experience. That focus on personalization has really elevated what we do, and our clients notice the difference.

Q: What advice would you give someone who wants to pursue a CSR career?

Andrea: Communication and adaptability are everything. Every interaction is an opportunity to make someone’s day, and being able to adjust and stay positive makes all the difference. If you love people and enjoy a fast-paced, rewarding environment, this is a great career path for you!

Q: What are your passions or hobbies outside of work?

Andrea: I’m a single mom to a four-year-old daughter, so we’re always on the go. We love spending time outdoors and finding new adventures together. I also love reading, when I can carve out a little quiet time.