Under general supervision by the Customer Service Supervisor, the representative provides customer service and assistance to pilots, passengers and other customers of the Airport. This position is the primary responder, assisting Airport customers with inquiries and problems in person and by telephone pertaining to current fuel prices, rates for services offered, and general area information.
Hiring Range: $28,499 - $34,850
Salary Range: $28,499 - $41,251
Duties and Responsibilities/Knowledge, Skills, Abilities and Behaviors:
ESSENTIAL DUTIES AND RESPONSIBILITIES
Handle heavy telephone traffic in a prompt, efficient manner.
Includes weekend and holiday shifts.
Operate a two-way radio.
Manage requests for ancillary services, including but not limited to reservation for hotel, limo, and/or car; setting up services, such as pull out service, aircraft detailing, catering, and shuttles; and other special requests made by customers needing assistance.
Prepare and maintain records of all scheduled incoming aircraft and complete all necessary paperwork.
Distribute crew cars in accordance with Airport policy and process all related paperwork.
Process sales, reference prior transactions, quote fuel prices as established through the fuel volume discount program within the FBO Manager software.
Communicate effectively over the Unicom and two-way radio using aviation terminology.
Complete the daily cash report, settle the previous day’s transactions, and perform required data entry.
Prepare and process payments for Airport services by cash, check or credit card.
Communicate with Line Crew for accurate, optimal service.
Maintain customer files, including current contact information, up-to-date credit card information, prior purchase history, and special information.
Prepare monthly reports.
Resolve customer questions and/or complaints.
Monitor coin-operated vending machines, ensuring they are in good operating condition.
Perform any other duties and responsibilities as directed by the Airport Line Services Manager or Director.
Comply with all written City policies and procedures.
Adhere to assigned work schedule as outlined in City and department attendance policies and procedures.
KNOWLEDGE, SKILLS, ABILITIES, AND BEHAVIORS
Knowledge of principles and procedures of customer billing and collections.
Knowledge of customer service and public relations techniques.
Knowledge of money handling policies and procedures.
Knowledge of aviation terminology.
Knowledge of money handling policies and procedures.
Advanced knowledge of the rules of English grammar, spelling, and punctuation.
Advanced knowledge of Word, Excel, GroupWise, AS400, and the Internet.
Working knowledge of City and departmental operations.
Able to prepare documents without errors in grammar, spelling, or punctuation.
Remains organized and prioritize work.
Uses time effectively to accomplish tasks.
Interacts professionally with the public and public/private officials.
Works closely and harmoniously with others to accomplish tasks.
Ability to research, compile and summarize a variety of informational and statistical data.
Ability to make independent judgments and manage multiple projects.
Ability to establish and maintain effective working relationships within the organization.
Ability to communicate effectively with all levels of staff, consultants, contractors, and the public.
Ability to maintain confidential information.
Ability to follow oral and written directions.
The ability to work in a team environment; contribute as a team member and treat co-workers, subordinates and customers with respect.
Build professional relationships with internal staff and customers.
Offer flexibility and adaptability, especially during times of change.
Communicate effectively both orally and in writing.
High School diploma or GED supplemented by two years of experience in customer relations; Fixed Based Operator (FBO) experience is preferred. Valid driver’s license with good driving record and ability to maintain a good driving record while employed; must be able to work some weekends and holidays.
Any work related experience resulting in acceptable proficiency levels in the above Minimum Qualifications is an acceptable substitute for the above specified education and experience requirements.
Tasks involve the ability to communicate with the public and staff in person and on the telephone; type, enter data, review, sort and write; exert very moderate physical effort in light work, typically involving some combination of reaching, stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (12-20 pounds).
Tasks are regularly performed without exposure to adverse environmental conditions.
The above statements describe the general nature and level of work being performed as of the date of preparation and approval. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of the position. Employees holding this position will be required to perform any other job-related duties as requested by management. The job description does not constitute an employment agreement between the employer and employee, and all requirements are subject to possible modification to reasonably accommodate individuals with disabilities.