Description

MAJOR RESPONSIBLITIES

• Develop, implement, and monitor high level customer service standards with both our internal and external stakeholders.
• Oversee all aspects of customer service desk.
• Recruit and train qualified CSRs.
• Help CSRs successfully meet established goals by monitoring, mentoring, coaching, and disciplining as necessary.
• Successfully resolve customer issues as they arise.
• Maintain regular contact with hangar tenants and base customers to ensure customer’s needs are met or exceeded.
• Assist in the preparation of proposals, presentations, and other duties as assigned by the Director or General Manager.
• Prepare data analysis to determine business drivers and identify new areas of business opportunity to preserve the financial health of the FBO.
• Monitor all operating expenses to ensure the financial and functional effectiveness of the FBO.
• Manage fuel & deicing inventories (ABE, Queen City, Braden Airpark)
• Compile all information for billing of airlines and contract fuel customers.
• Manage FBO Point of Sale (POS) software and POS/TCS transactions.
• Monitor functionality of fuel trucks into plane system/trouble shooting (problem solving)
• Assist with the creation of departmental budgets.
• Assist with purchasing of office supplies in accordance with budget.
• Assist in event planning and execution.
• Monitor budgets to ensure the department is meeting objectives and recommend adjustments as necessary.
• Customer Service staff scheduling and payroll.
• Maintains organization and cleanliness of FBO. (ie. Lobby, Lounge, Facilities, Conference Room, and Storage Closets).
• Other duties as assigned.

Qualifications

MINIMUM QUALIFICATIONS

• Associate Degree or equivalent work or educational experience
• Demonstrated ability to provide high level customer service.
• 2 years of Managerial experience that includes mentoring, disciplining, hiring, and terminating employment where necessary.
• Proficiency in Microsoft office. Intermediate level in Excel.
• Excellent interpersonal and communication skills, both written and verbal.
• Valid driver’s license required and maintained that meets insurance requirements.

PREFERRED QUALIFICATIONS

• Bachelor’s Degree or equivalent experience

PHYSICAL REQUIREMENTS

• Must regularly stand, walk, sit, reach with hands and arms, climb, balance; stoop, kneel.
• Vision abilities include close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.
• Must be able to talk and hear.
• Must be mobile within work areas.