FBO Customer Service Representative

About the role

The FBO Customer Service Representative utilizes superior customer service skills as a company liaison to respond to inquiries and requests from customers, vendors, team members, and the general public. This position interacts with customers to create and foster long-term, meaningful relationships; provides company switchboard support and administrative support as needed; performs various clerical duties for the department; and monitors the company’s security systems. This position requires on-the-fly thinking, in-depth knowledge, and an understanding of overall company operations. The customer service representative must be able to multitask well, be solution-oriented, work well under pressure, and be highly organized with the ability to prioritize various tasks.

Responsibilities

• Professionally greets employees, customers, vendors, visitors, and the general public and serves as company liaison in promoting a professional and positive company image per Duncan Aviation's customer service standards.
• Directly assists customers and project managers in meeting the customers' needs by researching and responding to customers' inquiries or requests for travel arrangements.
• Initiates dialogue with our guests to understand and exceed their needs (i.e., creating itineraries and arranging customer travel accommodations such as hotel, rental car, catering, restaurants, etc.).
• Develops and maintains relationships with contacts at local hotels, rental car companies, catering providers, dry cleaners, etc.
• Promotes FBO services and fuel supplier programs.
• Continuously ensures ramp resources and services are readily available by conveniently providing and bringing to customers any needed services (catering, fuel, rental cars rampside, etc.).
• Provides transportation for customers as necessary.
• Maintains 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.
• Checks hangar D customer lounge/offices daily, updating office name signs and arranging snacks/water/soda in the customer and pilot lounge.
• Informs customers, prepares invoices and bills, or receives payment for various company services (i.e., fuel/oil sales, hangar rentals, minor maintenance work, parts, balancing fuel inventory monthly, etc.).
• Sorts, checks, and verifies all invoices created on respective shifts to ensure the accuracy of invoices.
• Coordinates with the Line Service team to ensure the accuracy of fuel inventory and sales.
• Provides administrative support for the company as requested (i.e., sorting and organizing filing materials, generating reports, creating spreadsheets, updating Customer Database, etc.).
• Assists the Accounting department in keeping the cash drawer balanced, notifying the supervisor of discrepancies; dispersing travel pack cash; generates miscellaneous invoices and credit memos; prepares checks/mail weekly for accounting; updates Travel Bank.
• Supports company switchboard (24/7/365) via routing calls, relaying company announcements, using the company’s paging system radios, and responding to ARINC.
• Monitors incoming aircraft with flight tracking software and communicates to Line Services any known details involving arrivals and departures.
• Responds to 1st Responder calls.
• Sends text/call notifications for the company in any emergency using the Everbridge Alert System.
• Responds 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.
• Monitors AMAG (security system), including receiving security-related paperwork and creating security access rights and door alarms (24/7/365).
• Monitors surveillance on Milestone security cameras.
• Monitors vehicles and team members entering through secured gates and doors, issuing keys, etc.
• Collating and inserting materials for bulk mailings, weighing packages for postage, and posting certified mail.
• Sorts incoming mail and distributes it to the correct department.
• Performs other related duties as assigned by management.

Requirements

• Licenses/Certificates: Must have a 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
• Competencies: Customer Focus, Decision Quality, Integrity and Trust, Learning on the Fly, Peer Relationships, Problem Solving, Drive for Results and Communication, Action Oriented
• Position Specific: Approachability, Conflict Management, Composure, Timely Decision Making, Informing