FBO CUSTOMER SERVICE REPRESENTATIVE
Job Details
Description
Salary Level 2
Full-time
Non-Exempt
Hiring Range - $17.09 /hr to $ 21.36/hr
Position Summary (Primary Function)
The FBO Customer Service Representative serves the FBO Customer by providing full concierge service to the customer. Service can include, making reservations, ordering customized supplies, knowing the customer preferences, resolving problems, and ensuring satisfaction. The FBO Customer Service Representative also maintains records as required by the company and serves as the frontline for incoming guests.
Responsibilities (Essential Functions)
• Answers incoming telephone lines, greets arriving customers and provides general information and assistance at the FBO Customer Service Desk
• Maintains records of financial transactions that occur on shift.
• Arranges for customer travel, hotel reservations, auto rental, entertainment and other varied requirements.
• Tracks aircraft arrival and assures prompt line service.
• Arranges for prompt customer de-briefing by appropriate technical personnel.
• Works overtime hours as needed.
• Observes all safety, environmental and general housekeeping rules and policies.
• Other duties as assigned from time to time by FBO Customer Service Lead or Supervisor
Education Requirements (Evaluation Factors: Skills, Education, Experience, Ability)
• High School Diploma or GED or any combination of experience and training which provides the required knowledge, skills and abilities.
• Must exhibit the desire to continue training and increase knowledge needed to stay abreast of changing industry regulations, standards and procedures.
Experience Requirements
• 1 year of face-to-face customer service experience required.
• Demonstrated Conflict Resolution experience preferred.
• Knowledge of radio procedures and protocols preferred.
• Prior experience working in an airport or Fixed Base Operation environment preferred.
• Prior hospitality experience preferred.
Special Knowledge, Skills, And Abilities
• Proficiency in the use of a personal computer is necessary, including skills in Microsoft Word, Excel, Outlook email, and internet.
• This position requires skills in prioritization, organization, verbal communications and interpersonal relations, and the ability to manage multiple projects simultaneously.
• Excellent telephone and customer service skills
• Ability to perform light to medium lifting as necessary.
Supervisory Responsibility
• None at this time
Licenses Required
• Valid Driver’s License.
Certifications Required
• Certifications and training may be required as needed.
Latitude/Independent Judgment/Accuracy
• Diligence must be exercised when handling confidential information.
• Reasonable care for equipment/process will prevent injury/damage.
• Responsible for own work but must coordinate work with others.
Working Conditions
• Must be able to physically operate a variety of office equipment and machines.
• Must be able to exert up to five pounds of force occasionally and/or negligible amounts of force frequently to lift, carry, push, pull or otherwise move objects.
• Must have good eyesight/corrected if necessary.
• Position involves mostly sedentary work, but may require walking, standing, stooping or reaching for brief periods of time.
• Must be able to lift and or carry weights of up to 20 pounds.
• This position requires uncommon tours of duty to include but not limited to weekends and holidays, rotating shift assignments and overtime duty.
• Will be subject to recall after normal duty hours.
Other Requirements
Must be able to complete and pass a background investigation as required by the Federal Government.
Airlines and Aviation
Other
Full-time