Part-Time Customer Service Representative - Charlotte County Airport Authority

Charlotte County Airport Authority (CCAA) is currently accepting applications for the part-time, non-exempt position of Customer Service Representative at the newly opened PGD Air Center. The PGD Air Center houses FBO operations, meeting and event space, a future restaurant and bar, pilot lounge and amenities, office suites and aircraft parking on a 510,000-square-foot ramp.

SUMMARY:

Under the direction and guidance of the FBO Manager and FBO Administrator, is responsible for all customer service tasks at the front desk to include greeting and assisting flight crews and passengers with line service fuel requests, car rentals, hotel accommodations, catering, vehicle arrangements, pilot supplies, and other ground support items.

DUTIES AND RESPONSIBILITIES:

1. Greets customers, flight crews, passengers, and tenants in a friendly and welcoming manner; responds to inquiries and specific requests.
2. Monitors arriving and departing aircraft to ensure prompt services are rendered.
3. Coordinates and dispatches fuel and servicing requests.
4. Effectively communicates with customers (flight crew, aircraft owners, and passengers) in the delivery of service requests.
5. Processes sales transactions for the purchase of fuel and ancillary aircraft services (ramp parking, lavatory service, water service, catering) as well as gift shop purchases.
6. Answers incoming calls in a courteous and professional manner.
7. Prepares and replenishes a variety of amenities (coffee, tea, cookies, etc.) for customers to enjoy.
8. Conducts frequent lobby, lounge, and restroom walk-throughs to ensure customer amenity availability and cleanliness levels are maintained and addresses deficiencies.
9. Communicates with aircraft using proper aviation terminology via aviation band radio to coordinate arrival times and service needs.
10. Receives and processes customer requests such as hotel and rental car reservation, catering orders, and transportation services.
11. Performs shift closeouts and balances with proper reconciliation processes followed.
12. Assists line service staff by wing walking, delivering catering to aircraft, and assisting with passenger luggage and rental cars.
13. Escorts various private and company personnel unfamiliar with the airport grounds as requested to ensure safety and security compliance.
14. Remains current on recognizing General Aviation aircraft manufacturer's models.
15. Always displays a positive and professional attitude while maintaining acceptable grooming standards and ensuring the highest level of safety, security, and customer service is maintained at all times.
16. Assists the FBO Administrator, utilizing FBO software and MS Office Suite programs.
17. Responsible for electronic records of FBO operations which meet certification regulations.
18. Performs other duties as required.

MINIMUM JOB REQUIREMENTS:

High school diploma or GED; at least 1 year of experience that is directly related to the duties and responsibilities specified. Related aviation or customer service experience preferred.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Above average customer service skills
• Ability to effectively communicate orally and in writing
• Self-motivator with the desire to always follow up with customers
• Exceptional organizational skills and attention to detail
• Ability to multi-task with ease
• Knowledge of commercial/general aviation operations and procedures
• Skilled with aviation and ground base radio systems or similar equipment
• Proficient in the operation of MS Office Suite programs and database programs

WORKING CONDITIONS AND PHYSICAL EFFORT:

• Able to work rotating shifts, nights, weekends, and holidays
• Sit, stand, or walk for most of the day
• Good visual acuity to work inside under artificial lighting and in bright sunlight

We are an Equal Opportunity Employer and Drug/Smoke Free workplace. Background checks, drug and fitness screenings are done prior to employment.