FBO Customer Service Agent, Part-Time

Overview

Employed by Trego-Dugan Aviation. Must be available evenings and weekends as shifts do vary in this position. Must have a valid driver s license. Must pass pre-employment background check and drug test.

The FBO Customer Service Agent is responsible for greeting customers, answering the phone, relaying service requests from customers or other departments to the Line Department via keyboard text entry and radio, and collecting payments and performing data entry. Must be able to effectively communicate all business to internal and external departments. Well-developed planning and organizational skills are required. Must be totally committed to the importance of serving the customer and have an excellent customer service focus.

• Pursue open communications with customers to ensure all their service requirements are met in a prompt, efficient, and friendly manner.
• Accept and process counter sales of fuel and supplies.
• Quality control, scans, and archive daily inventories.
• Ensure that customer’s visit is pleasant by helping with rental cars, courtesy cars, shuttle service, hotel reservations, restaurant recommendations, driving directions, etc.
• Operate a multi-line telephone, accurately and efficiently transferring information, and answering the phone with the prescribed greeting as defined by management with consistency and complimentary tonal inflection.
• Accurately receive, dispatch, and process service requests.
• Obtain basic knowledge of aircraft fuel and service requirements.
• Pursue a friendly and professional relationship with customers.
• Seek guidance and direction as necessary for the performance of duties.
• Exercise good judgment in investigating problems.
• Respect the confidentiality of company, customer, and personnel information.
• Consistently show ability to recognize and deal with priorities.
• Always provide proper notification and advance notice of absence.
• Report to work on time and depart on time unless approved in advance.
• Maintain the work area in a neat and orderly manner.
• Assume responsibility for staying aware of changes in company policies and procedures.
• Maintain a well-groomed, professional appearance appropriate for the position and situation by wearing the prescribed uniform and appropriate shoes.
• Other duties as assigned by Operations Manager.
• Must pass a background check and pre-employment drug test.
• Must have authorization to work in the U.S. as defined in the Immigration Act of 1986.

• Be pleasant with others on the job and display a good-natured, cooperative attitude.
• Be reliable, responsible, and dependable, and fulfill obligations.
• Attention to Detail.
• Maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in very difficult situations.
• Accept criticism and deal calmly and effectively with high stress situations, be open to change (positive or negative), and to considerable variety in the workplace.
• Willingness to take on responsibilities and challenges.
• Be sensitive to others  needs and feelings and be understanding and helpful on the job.
• Develop one s own ways of doing things, abiding by TDA’s policies and procedures, guide oneself with little or no supervision, and depend on oneself to get things done.

The employee must be able to move through the building to assist customers and, on occasion, assist with baggage or bring customer cars to their aircraft. Additionally, you may be required to help deliver catering, ice, coffee, and papers to aircraft. The employee will spend most of their time behind a counter. They must be able to sit, stand, and move about frequently.

The employee will work in a climate-controlled, smoke-free environment most of the time. Occasional short periods may be required outside the area where aircraft and equipment are operating, exposing the employee to the hazards associated with this environment. Employees may be asked to work overtime or on different shifts than their normally scheduled shifts. Must be willing to work a flexible schedule, including nights, weekends, and/or holidays.

Education: High School Diploma or Equivalent, Some College Preferred

Experience: Two (2) years’ experience in a Customer Service occupation, as well as 1 year sales transaction processing to include cash, credit card, and invoicing

Knowledge:

• Ability to perform basic arithmetic calculations.
• Ability to understand and follow instructions.
• Excellent oral and written communication skills.
• Ability to handle multiple tasks and demands.
• Knowledge of, and proficiency with, Windows-based software- specifically Microsoft Office, to include Outlook, Word, and Excel.
• Knowledge of telephone switchboard activities such as hold, park, transfer, and paging.