Position Summary
This is a dynamic role within a fast-paced, luxury FBO environment. Client Services Representatives (CSRs) serve as the face of the FBO and play a critical role in delivering an exceptional experience to aircraft owners, passengers, crew members, and guests. As one of the first and last points of contact within the terminal, CSRs are expected to represent Clay Lacy Aviation with professionalism, warmth, attention to detail, and a service-first mindset.
The ideal candidate will possess a polished and welcoming demeanor, strong communication skills, and the ability to thrive in a high-touch, fast-moving aviation environment while maintaining a positive and solutions-oriented approach.
Location: Santa Ana, CA (KSNA)
Compensation: $26.29 - $30.50; Eligible for comprehensive benefits.
Shift: First Shift (schedule varies, weekend availability required)
All responsibilities of Client Services Representative I
Serves as concierge to passengers and pilots to ensure clients have a smooth reservation, arrival, and departure experience.
Establish long-term, trusted relationships by delivering the highest level of personalized service.
Regularly interact with customers and tenants to promote the FBO and ensure a high level of customer satisfaction
Contribute to the training and development of CSR I and other FBO employees
Resolve customer complaints and escalate to supervisor as needed
Daily involvement in interdepartmental huddle calls
Must have a valid C Class Driver’s license with a clean driving record.
This position requires an applicant with a flexible schedule and the ability to work all shifts, weekends, and holidays.
Excellent communication skills with fluency in reading, writing, and spoken English
Excellent personal presentation and interpersonal skills.
Speaking - Talking to others to convey information effectively.
Coordination - Adjusting actions in relation to others' actions.
Time Management - Managing one's own time and the time of others.
Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Service Orientation - Actively looking for ways to help people.
Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
Highly computer literate and proficient in Microsoft Suite
Strong organizational skills
Highly detail-oriented
Comfortable working independently
Thrives in a fast-paced environment
Adept problem solver
Deadline driven
High school diploma or equivalent required; college degree in Hospitality, Aviation Management, or a related field preferred.
Three to five years of client relations or guest services experience within private aviation preferred. Candidates with experience in luxury hotels, resorts, or other high-end hospitality environments will also be considered.
**Must pass pre-employment drug testing and background check
Benefits and Culture
Clay Lacy Aviation offers a comprehensive benefits package designed to support our employees’ health, well-being, and peace of mind. Benefits include medical, dental, and vision coverage; a 401(k) retirement plan; paid time off and paid holidays; loss of license insurance; pet insurance options; and additional wellness resources.
Our culture is service-driven and collaborative, grounded in excellence, care, accountability, and trust, while supporting our teams in a fast-paced, high-responsibility environment. We foster teamwork, promote responsibility, and create an environment where employees can perform at their best while delivering consistently high standards of service.
Disclaimer Statement
Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. This job description may not cover or contain a comprehensive listing of all assigned activities, duties, or responsibilities, and may be amended at any time. Employees may be required to perform other job-related assignments as requested.
Americans with Disabilities Act (ADA) Statement
In compliance with the Americans with Disabilities Act (ADA), Clay Lacy Aviation provides reasonable accommodation when requested by qualified individuals with disabilities unless such accommodation would cause an undue hardship. We encourage both prospective and current employees to discuss potential accommodation with a representative of the Office of Human Resources.
Equal Employment Opportunity (EEO) Statements
Clay Lacy Aviation provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
