SUMMARY
The Customer Service Rep represents SkyHarbour in a positive and professional manner while serving as the primary contact for FBO customers and assists in creating a positive environment to exceed SkyHarbour customer expectations. Under direct supervision, the Customer Service Rep performs assigned tasks related to providing services for corporate aircraft, cargo and passenger charters, and other general aviation aircraft.
General Duties
- Coordinate customer service order requests.
- Ensure a pleasant and clean work environment.
- Strong working knowledge of customer service principles and the SkyHarbour service culture.
- Maintain high level of safety standards as described in SOPs as well as a high level of customer service standards and concentrated efforts on selling as described in training.
- Develop and maintain customer relationships.
Essential duties and responsibilities include (but not limited to):
- Greet customers in a friendly, professional manner and maintain appropriate continuous assistance to customers necessary to ensure good customer relations.
- Check in and register customers and determine their specific needs and ensure proper follow up.
- Upsell each customer to meet/exceed monthly goals.
- Contribute and participate in any customer appreciation and promotional events, such as birthdays or anniversaries.
- Maintain high levels of customer satisfaction at all channels of communication, including telephone, radio and in person.
- Adhere to the uniform policy.
- Participation in the upselling of fuel to all customers.
- Implementation of monthly tips sent by the marketing department.
- Dispatch responsibilities – such as coordinating services between customers and Line Service personnel.
- Invoice fuel tickets.
- Drive passengers and/or pilots to and from requested locations such as hotels, restaurants, the commercial airport, etc.
- Occasionally drive on tarmac.
- Deliver catering to aircraft.
- Participate in sales initiatives.
- Make necessary reservations and arrangements, including hotel and car reservations.
- Receiving and recording all credit card receipts and cash receipts.
- Always keep work area neat in appearance.
- Periodically inspect and organize facilities and replenish amenities and beverages.
- Initiating emergency response procedures when required.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
EDUCATION AND QUALIFICATIONS
- High school graduation. Military experience a plus.
- Preferably 2 years’ experience in aviation, hospitality operations, or general aviation ramp operations.
- Minimum of 18 years of age
- Good communication skills, both written and oral.
- Consistently demonstrated organizational and leadership skills.
- Must maintain a valid state driver’s license and meet the company’s insurability requirements.
- Ability to comprehend and perform basic math calculations with minimal errors.
- Good customer relations skills with a hospitable personality required.
- Ability to work with a sense of urgency in a fast-paced environment.
- Comfortable working hands-on, outdoors in widely varying weather conditions.
- Flexible work schedule may include working overtime, nights, on weekends, holidays, and be on call.
WORKING CONDITIONS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly exposed to moving mechanical parts. The employee is exposed to wet and/or humid conditions including extreme heat and cold; high, precarious places; outside weather conditions and vibration; chemicals including aviation fuels, oils and lavatory fluid. The noise level in the work environment is usually loud.
PHYSICAL REQUIREMENTS
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee is required to stand and walk. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust and focus.
Job Type: Full-time
Pay: $18.00 - $23.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Customer service: 1 year (Required)
- Aviation: 1 year (Preferred)
Ability to Commute:
- Camarillo, CA 93010 (Required)
Work Location: In person
