Customer Service Representative

Location: San Antonio, TX
Date Posted: 04-16-2018
SkyPlace FBO is seeking a self-motivated and reliable Customer Service Representative to work in a team environment with flight crews and passengers. The Customer Service Representative is expected to exhibit a high level of business ethics and professionalism at all times, and maintain confidentiality in regards to customer information, staff information, and key performance indicators.
Key Responsibilities:
  • Care for the appearance and design function of Company-owned equipment, furnishings, and facility.
  • Comply with all directives as presented in the Airport security training program.
  • Notify the Line Service Manager or General Manager of any equipment squawks, and note same on the Equipment Maintenance Record.
  • Always perform tasks safely; seeking assistance, understanding the properties of soaps and detergents, and/or utilizing appropriate equipment and personal protection items to eliminate risks of injury or damage.
  • Occasionally operate customer or Company vehicles in the performance of Company business.
  • Accurately and completely input customers’ service requests into the Concierge software application, updating the request as the condition changes or is performed.
  • Accurately invoicing customers for services received.
  • Performs initial screening of visitors, and controls security badge issuance.
  • Coordinate ground transportation for customers as requested.
  • Arrange for customer catering as requested.
  • Ensure adequate supply of newspapers for customers are available.
  • Directs incoming phone calls as required.
  • Communicate on ground and aeronautical radios.
  • Accepts deliveries on behalf of Company and customer representatives if specifically authorized.
  • Sort daily mail.
  • Actively engage customers to elevate service performance and sales results.
  • Conduct frequent lobby, café, and restroom walk-throughs to ensure customer amenity availability and cleanliness levels are maintained, and address deficiencies.
  • Update the Daily Operating Report at the scheduled end of the second shift and email report to appropriate management personnel.
  • Review the TraqPak© data for missed customer visit opportunities, and present contact information to the General Manager.
  • Indicate customers in TraqPak© that visited the SkyPlace FBO within the online software.
  • Call transient aircraft arriving/departing the day prior to confirm service requests.
  • Comply with all directives as presented in the Airport security training program.
  • Additional Responsibilities as assigned by the FBO Director, General Manager, or Line Service Manager
  • Strong verbal and written communication skills
  • Proficient computer skills (Outlook and Word etc.)
  • Exceptional organizational skills and attention to detail
  • Must practice a high level of confidentiality 
  • High School Diploma or General Education Degree (GED).
  • Must possess a valid state Driver's License.
  • Previous FBO experience a plus.
  • Experience in the aviation industry is desired but not required
  • Must be willing to work nights, weekends, and holidays
  • Excellent interpersonal, verbal, and written communication skills.
  • Must have customer service/hospitality experience
  • Must be able to pass a 10-year background check
  • Must be able to pass a pre-employment drug screening
An Equal Opportunity Employer M/F/Disability/Vet
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