Job Description

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.

Essential Job Functions

1. 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.

2. 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.

3. 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.).

4. 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. Update Travel Bank.

5. 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.

6. 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. 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.

7. Collating and inserting materials for bulk mailings, weighing packages for postage, and posting certified mail. Sort incoming mail and distribute it to the correct department.

8. Performs other related duties as assigned by management.

Job Specific 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, Interpersonal Savvy, Listening, Organizing, Priority Setting

Education and Experience

• 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

Available Benefits

• Moving is expensive and hard work! Relocation Assistance is available for those that qualify.
• Duncan offers a comprehensive Benefits Package (Medical, Dental, Vision, Vacation/Holiday) that is available to team members on day one.
• Plan for your medical needs with a Health Savings Account (employer and employee contributions).
• Save for your future through our 401(k) program where you can begin contributions within your first 45 days, 50% match on first 6% contributed
• Enjoy Duncan Aviation’s On-Site Fitness & Health Clinics at the MRO locations
• Take advantage of a variety of In-House Training opportunities, or use Tuition Assistance to further your education.
  
  

Duncan Aviation is an Equal Opportunity and Affirmative Action Employer. EOE Minorities/Females/Protected Veterans/Disabled