Customer Service Representative

FBO Operations Customer Service Representative Location: Grand Island, NE (Central Nebraska Regional Airport - GRI) Reports To: FBO Operations Manager FLSA Status: Non-Exempt / Hourly Schedule: Monday - Friday, 8:00 AM - 4:00 PM Pay: $18 - $20 / Hour POSITION SUMMARY The FBO Operations Customer Service Representative serves as the primary point of contact for pilots, flight crews, passengers, and vendors visiting the Fixed Base Operation (FBO). This role is responsible for delivering a high standard of customer service while coordinating day-to-day front desk, concierge, and light operational support activities. The ideal candidate is professional, personable, and comfortable working in a fast-paced aviation environment. KEY RESPONSIBILITIES Greet and assist pilots, flight crews, passengers, and visitors in a courteous and professional manner Answer multi-line phones, respond to radio calls, and route inquiries to the appropriate personnel Coordinate arrival and departure logistics, including fuel orders, ground transportation, catering, hotel accommodations, and rental cars Process fuel and service transactions accurately, including invoicing and payment collection Maintain accurate flight and customer records within the FBO's operating and scheduling systems Monitor and relay weather, NOTAM, and airfield condition information to crews as requested Coordinate with line service, fuel, and maintenance personnel to ensure timely and accurate service delivery Maintain a clean, organized, and welcoming customer lounge, conference rooms, and front desk area Support administrative tasks such as filing, data entry, mail distribution, and inventory of office and lounge supplies Respond calmly and effectively to irregular operations, delays, or customer service issues Follow all applicable airport security procedures, including access control and escort requirements for the Air Operations Area (AOA) Perform other duties as assigned by the FBO Operations Manager QUALIFICATIONS High school diploma or equivalent required; associate degree or aviation-related coursework a plus Prior customer service experience required; aviation, hospitality, or FBO experience preferred Strong verbal and written communication skills Proficiency with basic computer applications (Microsoft Office, email, scheduling/POS systems) Ability to multitask and remain composed in a fast-paced, customer-facing environment Valid driver's license with an acceptable driving record Ability to pass a pre-employment drug screen and background check, including TSA-required fingerprint-based criminal history records check per 49 CFR Part 1542 Ability to obtain and maintain airport-issued SIDA/AOA badge credentials PHYSICAL REQUIREMENTS & WORKING CONDITIONS Ability to sit, stand, and walk for extended periods throughout the shift Ability to lift and carry up to 70 lbs (e.g., passenger luggage, supplies) Occasional exposure to outdoor weather conditions and aircraft ramp environments Ability to work in a high-noise environment near aircraft operations when required Regular and reliable attendance required, Monday through Friday during scheduled hours