FBO Customer Service Representative

About the role

The FBO Customer Service Representative plays a crucial role in ensuring customer satisfaction and maintaining a positive company image. They serve as a company liaison, interacting with customers, vendors, team members, and the general public to address inquiries and requests.

Responsibilities

• Professionally greet employees, customers, vendors, visitors, and the general public.
• Directly assist customers and project managers in meeting their needs by researching and responding to inquiries or requests for travel arrangements.
• Develop and maintain relationships with local contacts such as hotels, rental car companies, catering providers, dry cleaners, etc.
• Promote FBO services and fuel supplier programs.
• Maintain a high level of communication with project managers and sales teams regarding customer maintenance arrivals/departures, fuel/defuel sales, hotel reservations, rental car reservations, and other services.
• Check hangar D customer lounge/offices daily, updating office name signs and arranging snacks/water/soda in the customer and pilot lounge.
• Prepare invoices and bills, or receive payment for various company services.
• Sort, check, and verify all invoices created on respective shifts to ensure the accuracy of invoices.
• Coordinate with the Line Service team to ensure the accuracy of fuel inventory and sales.
• Provide administrative support for the company as requested.
• Support the company switchboard (24/7/365) via routing calls, relaying company announcements, using the company’s paging system radios, and responding to ARINC.
• Monitor incoming aircraft with flight tracking software and communicate to Line Services any known details involving arrivals and departures.
• Respond to 1st Responder calls.
• Sends text/call notifications for the company in any emergency using the Everbridge Alert System.
• Respond to security, trouble, and fire alarms, assessing and determining the type of alarm, determining action needed, and notifying the line service rep and/or facility rep to check the alarm.
• Maintain AMAG (security system) including receiving security-related paperwork and creating security access rights and door alarms (24/7/365).
• Maintain surveillance on Milestone security cameras.
• Monitor vehicles and team members entering through secured gates and doors, issuing keys, etc.
• Collate and insert materials for bulk mailings, weigh packages for postage, and post certified mail.
• Sort incoming mail and distribute it to the correct department.
• Perform other related duties as assigned by management.

Requirements

• Licenses/Certificates: Valid Driver's License and an acceptable driving record.
• Attendance: Regularly scheduled attendance required.
• Physical: Read small print; repetitive motion; tolerates standing, bending, stooping and sitting; proficient typing and data entry skills.
• Environmental: Tolerates working in noisy environments.

Qualifications

• High School graduate or equivalent required.
• Minimum one year customer service experience including direct customer contact and multi-line phone experience required.
• Proficiency with general computer usage, and basic knowledge of Microsoft software (Word, Excel, Project, etc.) required.

Skills

• On-the-fly thinking
• In-depth knowledge
• Understanding of overall company operations
• Ability to multitask well
• Solution-oriented
• Work well under pressure
• Highly organized with the ability to prioritize various tasks

Benefits

• Comprehensive Benefits Package (Medical, Dental, Vision, Vacation/Holiday)
• Health Savings Account (employer and employee contributions)
• 401(k) program with 50% match on first 6% contributed
• On-site Fitness & Health Clinics at the MRO locations
• Variety of In-House Training opportunities
• Tuition Assistance to further education