Customer Service Specialist

Customer Service Representative

Celebrating 30 years in business aviation, Business Jet recognizes its more than 150 aviation professionals as the key to its success. We are home to more than 70 jet aircraft and offer complete aviation solutions including; Acquisition-Sales, Aircraft Management, Maintenance, Charter, and FBO Services. Join a team that's dedicated to providing a truly vibrant and personalized aviation experience, built on trusted service, humble hearts and a family spirited atmosphere.

We currently have openings for the following shifts!

• 2nd shift - 2 p.m. - 10 p.m.

The Customer Service Representative plays a critical role in delivering exceptional customer service for clients both at the front desk and on the ramp. CSRs are responsible for supporting aircraft, crew, passengers, and airport operations through front desk services such as customer support, scheduling, reservations, and billing, as well as assist with ramp and ground support services outside, while upholding Business Jet's high standards of serviceability and safety at all times.

Essential Duties and Responsibilities:

• Meet and greet customers as the first point of contact both on the ramp and at the front desk in a professional and service-focused manner.
• Manage front desk operations including answering phones, scheduling services, coordinating reservations, handling customer requests, and processing payments.
• Coordinate aircraft arrivals and departures, hangar reservations, fuel requests, catering, rental cars, hotel accommodations, and other full concierge services.
• Prepare and maintain accurate contract forms, customer invoices, fuel tickets, service orders, and daily operational records.
• Communicate effectively with ground support and operations personnel and management to coordinate and complete customer requests and ensure smooth operations.
• Update arrival/departure boards and communicate and provide dispatch and operational support of aircraft movements and customer service needs.
• Assist with fuel order coordination and customer follow-up regarding aircraft services.
• Cross train in Flight Line to assist Flight Line & Line Service duties including aircraft marshalling, ramp operations, escorting and transportation needs, and basic concierge services such as supplying aircraft with coffee, ice, catering, and newspapers.
• Complete opening and closing duties as assigned by the CSR/FLA Management.
• Communicate clearly and assist the shift coordinator with aircraft call ins, parking, and other ramp services.
• Support safe ramp operations by monitoring and maintaining awareness of incoming/outgoing flights and movement on the ramp.
• Conduct fuel order dispatching with guidance by the shift coordinator.
• Present and maintain a clean and professional lobby, customer, and general FBO amenity areas with stocked refreshments and services for customers.
• Maintain and record appropriate supply levels.
• Professionally correspond with customers and vendors to ensure customer satisfaction.
• Maintain a professional and positive attitude with the ability to multitask.
• Perform other duties and responsibilities as assigned.

Qualifications:

• High school diploma or general education degree (GED)
• 1-2 years applicable customer service work experience
• Previous aviation or FBO experience preferred
• Excellent written and verbal communication skills
• Excellent analytical and organizational skills
• Proficient computer skills and customer service software
• Strong problem-solving skills
• Strong commitment to safety and attention to detail
• Ability to maintain accurate and detailed records
• Ability to work under pressure and multitask efficiently to provide high standard of customer service in a fast-paced environment
• Ability to think creatively and innovatively
• Ability to differentiate aircraft types as well as understand military time and phonetic alphabet
• Self-started with a willingness to listen, learn, and take feedback and detailed instructions well
• Willingness to learn and cross train for advancement into CSR or Line Service roles

Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Daily interaction with Clients where tact and decorum are mandatory while maintaining a team effort in customer service.

• Sit and stand for extended periods of time at a computer
• Walk and move between office and ramp environments
• Stand, walk, bend, kneel, crouch, crawl, climb, and work outdoors for extended periods
• Lift, carry, push, pull, and move up to 25-50 pounds regularly as needed
• Work in varying weather conditions including heat, cold, wind, rain, and noise exposure
• Safely operate service vehicles and ground support machinery when assisting line operations

This position works in both office/front desk and airport ramp environments, requiring regular interaction with customers as well as exposure to moving aircraft, fueling operations, outdoor weather conditions, loud noise, and other aviation operational hazards. Strict adherence to PPE requirements and all safety procedures is required.

All Customer Service Representatives begin by training in the Flight Line Ramp Agent role for approximately the first 60-90 days of employment to build operational understanding of ramp procedures, customer service expectations, and FBO safety standards before transitioning into front desk responsibilities.