Customer Service​/HelpDesk Coach, Customer Service Rep

This customer service base coach position involves daily contact with customers and co‑workers in situations that require a positive attitude, consideration, and courtesy at all times. A large number of the daily tasks involve using a computer and a high level of concentration is imperative as the environment changes frequently and at a fast pace. Responsibilities include assisting and/or providing pilots and passengers with fuel orders, online times, notices of arrivals/departures, verbal and written directions, making vehicle rental reservations, making hotel and catering arrangements, personal vehicle and A/C key handling, and vehicle/telephone/radio/email/fax communications.

The CSR Coach also conducts new employee and recurring training as needed, enters data related to invoicing, payment processing, and fuel records, assists with general cleaning and stocking the pilot and passenger area with coffee, water, and other items, and accommodates changing work hours, variable schedules, and weekend work as required.

• A High School diploma or GED – an Associate’s degree is preferred.
• Two to four years’ relevant experience in a related field.
• Strong interpersonal, communication, organizational and customer service skills.
• A valid driver’s license.
• Proficiency in basic math.
• Proficiency in TFBO/EFBO, Microsoft Office, Excel, PowerPoint.
• A typing speed of at least 40–60 words per minute.
• A professional appearance.
• Clean background check and drug screen.

• Facilitate new employee training as needed.
• Understand and stay current with company processes and procedures.
• Knowledge of the customer service manual.
• Capable of responding to questions from management, team and customers.
• Delivery, review, and maintenance of training programs or curriculum to ensure needs are met.
• Provide classroom‑style training, demonstrations, and on‑the‑job training.
• Partner with peers and the Customer Service training team on shared responsibilities.
• Keep abreast of current learning and performance training strategies, delivery methods and techniques.
• Measure and evaluate the effectiveness of training in achieving desired outcomes.
• Provide training matrix performance feedback.
• Ability to build trust among Sheltair teammates.
• Demonstrated performance in maintaining customer service and uniform standards.

Equal Opportunity Employer
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