Customer Service Representative

Fixed Base Operator (FBO)

Customer Service Representative

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job-related tasks other than those specifically presented in this description.

POSITION SUMMARY

Provide customers with elevated levels of professional service and assistance, including but not limited to hotel reservations, directions to local attractions, transportation and catering coordination. Seeking positive, enthusiastic individuals with an accomplished background in customer service. As a Customer Service Representative, your bright personality and smile will start and finish the Capital Jet Center experience for our Guests.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Meet, greet, check-in, and aid all customers with a positive attitude, and provide Guest with courteous, friendly, fast, and efficient service
• Model and share guest service best practices with all team members to deliver a distinctive and delightful Guest experience, including interpersonal habits (e.g., greeting, eye contact, courtesy, etc.)
• Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations.
• Handle Guest questions and concerns with professionalism, knowledge and empathy
• Help our Guest with new and existing reservations, assign seats and issue boarding passes
• Staffs counter in FBO terminal building and manage gate operations and flight close-outs at airlines.
• Organize the safe loading and unloading of our customers on and off the aircraft and assist with Baggage Service and Baggage Tracing
• Perform Gate Functions with professionalism and care - Announcements and Guest Assistance
• Builds relationships with base and regular customers.
• Answer telephones in a timely and professional manner.
• Making rental car reservations. Completing rental car reservation forms.
• Driving customer and rental cars.
• Making hotel reservations.
• Taking and submitting catering orders.
• Scheduling aircraft departure and arrivals.
• Receiving fuel orders.
• Filling out fuel and service orders.
• Reconciling and completing the prior day’s fuel inventory and sales in a timely manner.
• Receiving, recording and relaying aircraft departure information and dispatching to the Line Service Technicians.
• Dispatching Line Service Technicians and giving inbound aircraft airport advisories, using two-way radio operations.
• The general cleaning of the FBO, as well as keeping lobby area neat and tidy.
• Cleaning and filling of aircraft coffee pots.
• Filling and transporting bags of ice.
• Uphold policies and procedures outlined in the CRW employee handbook and other duties and responsibilities as assigned by management.

KNOWLEDGE, SKILLS & ABILITIES

Deliver a world class level of customer service to every customer. Must be motivated and willing to deliver customer service to CRW standards. Must work with the Customer Service Manager and fellow co-workers to develop skills on a consistent basis, while following policies and procedures set in place by CRW. Must work as a team with every Airport employee involved in the FBO operation, particularly other Customer Service Representatives and line service technicians. Multi-tasking skill is essential.

QUALIFICATIONS

Educational Requirements:

High school graduation or equivalent.

Experience Requirements:

Experience in hospitality or airport environment preferred.

Certifications, Licenses Required:

Upon Hire- West Virginia State Driver’s License.

Other Requirements:

Must pass pre-employment drug testing and submit to periodic testing required by applicable laws. Must pass ten-year criminal history background check as required by the Transportation Security Administration. Must pass recurring SIDA training. Subject to work schedule with varying days off. Available for recall during non-duty hours for emergencies. Must possess excellent verbal and written communication skills in the English language, model and deliver a distinctive and delightful customer experience, and operate equipment including the jet way, computer keyboards, and carrier specific reservation/ ticketing software. Must be able to type and learn airline specific computer reservation/ ticketing software, able to stand for long periods of time and consistently lift luggage of up to 70 lbs., and work flexible hours, including early mornings, late evenings, weekends and holidays. Must be self-motivated and able to work independently, maintain a professional image, and follow processes and procedures and apply flexible approach when required.

Benefits:

The Central West Virginia Regional Airport Authority offers a generous benefits package to permanent, full-time employees which includes: health, dental, vision, and life insurance, optional long and short-term disability, tuition reimbursement, paid holidays, vacation/sick leave, retirement, family scholarship program, company paid employee education, and company paid parental leave.

DISCLAIMER

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of this position. An employee may be asked to perform other duties as required. Management has the right to assign additional duties and the discretion to revise each job description.

Additionally, employment is terminable at will, so that both the Airport and the employee remain free to choose to end the work relationship at any time, with or without cause, and with or without prior notice. This employment is for no definite period and nothing contained herein in any way creates an express or implied contract of employment between the Airport and the employee.

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

License/Certification:

• Driver's License (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Work Location: In person