Job Description

• • Oversee customer service employees and performance. 

• • Provide support for customers and employees. 

• • Handle complex customer service issues and oversee day-to-day operations. 

• • Supervise Customer Service personnel with scheduling, uniforms, training, counseling, and disciplinary issues. 

• • Complete reviews for customer Service personnel. 

• • Develop and revise Customer Service policies and procedures 

• • General staff management/coaching/oversight;  

• • Responsible for the completion of occurrence report investigations and closings in accordance with the SMS guidelines;  

• • Manage the customer interface;  

• • Proactively promote and sell FBO services;  

• • Direct / Indirect feedback – including follow-ups with customers;  

• • Ensure the billing of deicing fees, catering, landing fees, hanger, fuel ramp and any other services as required to the appropriate customer;  

• • Prepare and deliver to department any necessary memorandums, protocols, and procedures (i.e., Security, invoicing, etc.);  

• • Participate in regular meetings, providing support and feedback to the Customer Service team;  

• • Facilitate efficient and customer-focused arrivals and departures of customers;  

• • Maintain effective communication and coordination between customers, line service crew, CSRs, and management as required;  

• • Greet and assist flight crews with fuel requests, hotel reservations, catering, limo/shuttle arrangements, and other ground support requirements;  

• • Work closely with line service and pilots ensuring that all customer service needs are met, promoting cohesive communication;  

• • Maintain, monitor and update the Aircraft Entry Log and advise line service crew accordingly;  

• • Maintain two-way communication with incoming aircraft by utilizing ground-air radio;  

• • Resolve concerns from staff, crew, and/or guests. 

• • Several years of related customer service experience with increasing levels of responsibility; 

• • Excellent communication skills;  

• • Strong organizational skills, resourceful; 

• • Proactive, having the ability to understand customers’ needs;  

• • Ability to work under pressure in a fast-paced environment;  

• • Ability to consistently provide a positive attitude while working in a group. 

• • Degree considered an asset, including some education in accounting or finance field;

• • 5-7 years’ experience in a customer service/business environment, with increasing levels of responsibility.