Summary

Essential Functions/Knowledge, Skills, & Abilities

GENERAL EXPECTATIONS FOR ALL EMPLOYEES
In order for us to continue to achieve our primary function of making McKinney a better place to live, work, and raise a family, we hold these expectations for all employees.

• Learn and demonstrate an understanding of how team, department, and City goals are interconnected.
• Contribute to a positive work culture.
• Maintain regular and reliable attendance.
• Ability to assess his/her work performance or the work performance of the team.
• Contribute to the development of others and/or the working unit or overall organization.
• Ability and willingness to work as part of a team, to demonstrate team skills, and to perform a fair share of team responsibilities.
• Ability to continuously learn and develop through a mix of internal and external training opportunities, and if applicable, encourage subordinates to do the same.

• Operates the Customer Service desk in a detail-oriented manner; ensures proper understanding of inquiries and concerns; asks for clarification to deal with each issue promptly and accurately to resolve customer questions and/or concerns and complaints.
• Handles heavy telephone calls, radio calls and emails in a prompt, efficient manner.
• Takes essential trip information in an organized and efficient manner.
• Operates a two-way radio.
• Manages requests for ancillary services, including but not limited to reservations for hotel, limo, and/or car; setting up services, such as pull out service, aircraft detailing, catering, and shuttles; fulfills other special requests made by customers needing assistance.
• Prepares and maintains records of all scheduled incoming aircraft and complete all necessary paperwork.
• Distributes crew cars in accordance with Airport policy and processes all related paperwork.
• Processes sales, references prior transactions and quotes fuel prices as established through the fuel volume discount program within the FBO Manager software.
• Communicates effectively over the Unicom and two-way radio using aviation terminology.
• Complete the daily cash report, settle the previous day's transactions, and perform required data entry.
• Prepares and processes payments for Airport services by cash, check or credit card.
• Communicates with the Line Crew for accurate, optimal service.
• Maintains customer files, including current contact information, up-to-date credit card information, prior purchase history, and special information.
• Prepares monthly reports.
• Resolve customer questions and/or complaints.
• Monitors coin-operated vending machines, ensuring they are in good operating condition.
• Complies with all written City policies and procedures.
• Works overtime as needed, especially in times of nonstandard operations such as weather events, TFR's airport closures, diversions, etc.
• Adhere to assigned work schedule as outlined in City and department attendance policies and procedures.
• Travels to other locations to attend meetings, trainings, and briefings.

• Performs any other duties and responsibilities as directed by the Airport Customer Service Supervisor or Manager.

• Knowledge of principles and procedures of customer billing and collections.
• Knowledge of customer service and public relations techniques.
• Knowledge of money handling policies and procedures.
• Knowledge of aviation terminology.
• Knowledge of money handling policies and procedures.
• Advanced knowledge of the rules of English grammar, spelling, and punctuation.
• Advanced knowledge of Word, Excel, and the Internet.
• Knowledge of City and departmental operations.
• Skill to remains organized and prioritize work.
• Skill to uses time effectively to accomplish tasks.
• Skill to Interact professionally with the public and public/private officials.
• Skill to work closely and harmoniously with others to accomplish tasks.
• Skill to prepare documents without errors in grammar, spelling, or punctuation.
• Skill to research, compile and summarize a variety of informational and statistical data.
• Ability to make independent judgments and manage multiple projects.
• Ability to establish and maintain effective working relationships within the organization.
• Ability to communicate effectively with all levels of staff, consultants, contractors, and the public, both orally and in writing.
• Ability to maintain confidential information.
• Ability to follow oral and written directions.
• Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates and customers with respect.
• Ability to build professional relationships with internal staff and customers.
• Offers flexibility and adaptability, especially during times of change.

Required Qualifications

The City offers a full complement of benefits:
Health Insurance

• Medical, Dental, Vision Insurance
• Health Savings Account (HSA), Flexible Spending Medical and Childcare Account (FSA)
• Mental Health Care and Employee Assistance Program (EAP)
• City-paid and Voluntary Life Insurance
• City-paid and Voluntary Long Term Disability Insurance
• Supplemental Insurance through Aflac

• Legal Services through Legal Shield
• Tuition Reimbursement (up to $10,000 per year)
• Wellness Program (earn up to $600 per year)

• Texas Municipal Retirement System (TMRS)
  • Mandatory 7% employee contribution
  • City match 2:1
  • 5 year vesting
  • Retire after 20 years of service, or age 60 with 5 years of service
• 457(b) Deferred Compensation Plans

• Paid Vacation (80 hours per year for new hires; tiered increases after 2 yrs)
• Sick Leave (135 hours per year for yourself and immediate family)
• Paid Parental Leave (80 hours for birth, adoption, or placement of a child in foser care)
• Ten Paid Holidays
• Personal Day
• Optional compensatory time for hourly employees
• Compensatory time for salaried employees