Job Title: Customer Service Representative
Reports To: Lead/Supervisor/CS Manager
Department: Customer Service
Grade: Hourly Non-Exempt
Position Summary
Customer Service Representatives serve as the primary liaison between the company and its customers. CSR’s must interact with customers in a professional and positive fashion. This position performs tasks associated with the servicing of aircraft and the coordination of logistics for aviation customers.
Key Position Responsibilities
- Ability to provide customer service in a friendly, professional, and positive manner.
- Develop and maintain strong customer relationships.
- Ability to work within a team and take direction from leaders.
- Partner with line service team to meet and exceed customer’s service expectations
- Ability to act under pressure and be flexible/adaptable to change on a constant basis
- Proactive preparation for all incoming aircraft
- Ensure a clean and pleasant customer and work environment.
- Follow all company SOPs (Standard Operating Procedures) at all times. Report any safety hazards to management immediately.
- Always use sound judgment to ensure a safe and accident-free work environment.
- Knowledge of FBO and airport operations.
- Ability to follow and work within all safety policies and procedures
- Compliance with all regulatory rules and regulations to include airport authority, TSA, and FAA.
Position Duties
- Greet customers in a friendly, professional manner and maintain appropriate continuous assistance to customers necessary to ensure good customer relations.
- Check in and register customers and determine their specific needs and ensure follow up.
- Adhere to the uniform policy.
- Dispatch responsibilities such as coordinating services between customers and line service personnel.
- Invoicing for services provided. Reconciliations of all gallons sold versus pumped.
- Drive passengers and/or pilots to and from requested locations such as hotels, restaurants, etc.
- Occasionally drive on the AOA (Aircraft Operations Area).
- Make necessary reservations and arrangements, including hotel and car reservations.
- Receiving and recording all credit card receipts and cash receipts.
- Keep work area and terminal neat in appearance at all times.
- Periodically inspect and organize facilities and replenish amenities and beverages.
- Assist line service when needed for services such as wing-walking and security escorts.
- Initiating emergency response procedures when required.
- Other duties as assigned.
Qualifications
- Completion of high school or GED.
- Minimum of 21 years old.
- Excellent customer service skills.
- Must maintain a valid state driver’s license and meet insurability standards of the company.
- Ability to comprehend and perform basic math calculations.
- Must be able to successfully pass a criminal background check and meet background requirements of the company, Transportation Security Administration, airport authority and other governing agencies.
- Flexible availability to include, working overtime, nights, weekends, holidays and be on call.
- Good communication skills and ability to interact with customers and coworkers in a positive manner.
- Experience with Word and Excel.
Physical Requirements
When performing the duties required of this position, the employee will regularly use hands, fingers, reach, climb, balance, stoop, kneel, crouch, talk and hear. The employee is required to stand and walk. The employee must be able to lift and move up to 30lbs. Vision abilities required by this job include distance vision, close vision, peripheral vision and depth perception.
Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
Email resume / cl to Brust@Southernskyaviation.com
