Customer Service Representative (2 Yrs Exp Req)

Job Summary:

This position provides services to general and commercial aviation with professionalism and excellence with the common goal of both building and maintaining satisfied and loyal customers.

This front facing position engages directly with customers ensuring concierge and other services are handled promptly and correctly. The CSR is also responsible for the collection of payment from the customers, entering all sales into accounting software as well as the performance of a variety of administrative and light housekeeping duties.

Duties/Responsibilities:

The CSR will be required to carry out these Essential Functions, considered critical to successful job performance, throughout each shift. This position operates in a professional environment, which may occasionally include exposure to all types of weather conditions and contact with both moving and non-moving aircraft.

1. Greet and assist visitors with professionalism, anticipating their needs to ensure a seamless and positive experience. Assist with luggage or other needs as required.

2. Communicate fuel and aircraft service orders (telephone, radio, walk-in, email) promptly and accurately to line service personnel with read-back, prioritizing requests to maximize customer satisfaction.

3. Monitor telephone, ground radio, e-mail, flight tracking software, and UNICOM.

4. Maintain polite and professional communications while providing concierge services to customers, including but not limited to, ground transportation, hotel accommodations, catering, and other requests to make their stay at Alliance Aviation a pleasant one.

5. Coordinate Alliance Aviation hangar tenant movements with Line Service personnel.

6. Process payments from customers and accurately record the sale into accounting software following the posted pricing levels in accordance with purchases.

7. Follow procedures to process previous day transactions at open. Reconcile daily transactions at close.

8. Maintain a clean and neat customer environment to include coffee bar and passenger waiting area for enhanced visitor experience, advising Lead Customer Service Representative of any supplies needed.

9. Inspect the facility upon arrival and throughout shift tidying any area that needs attention, to include passenger lobby, coffee bar and customer service work station.

10. Prepare for next day reservations, fuel and service requests, rental cars, early operations and notify morning line staff as needed.

11. Reconcile sales, inventories, cash, and any other items that require daily oversight, reporting any discrepancies to the Alliance Aviation Manager.

12. Perform all other duties as assigned.

Required Skills/Abilities:

1. Ability to display and maintain self-motivation, positive attitude and work ethic while working with a team as well as when working unsupervised.

2. Ability to handle stressful situations and high-profile clientele with poise, effectiveness, confidentiality, and professionalism and always with a sense of cultural awareness and sensitivity. Make all customers feel welcome and well cared for while they utilize services at Lancaster Airport.

3. Ability to resolve conflict with professionalism and a full understanding of all facts and perspectives. Ability to de-escalate situations in order to prevent or resolve conflicts or problem.

4. Ability to work quickly and efficiently to meet tight time restrictions and strategically prioritize simultaneous customer requests.

5. Ability to perform basic mathematical computations.

6. Ability to clearly and accurately communicate effectively in a professional manner, in English, in person, by telephone, radio and in writing.

7. Ability to read, understand and follow all relevant policies, safety and ethical procedures, laws and regulations. Ability to learn and utilize phonetic alphabet, learn and improve skill set.

8. Proficiency in computer operations (internet, email) necessary to perform the duties of their position. Ability to type and or use a computer keyboard with sufficient speed to meet the requirements of the role. Ability to learn new software. Software programs relevant to this position include but are not limited to QuickBooks Pro, Microsoft Word and Excel.

9. Ability to detect phishing attempts and avoid attempts by other to infiltrate the company computer network through practicing safe computer use and complying with company IT policies.

10. Maintain a clean and professional personal appearance.

11. Ability and flexibility to work over-time (if full-time), cover after hours and/or other shifts on short notice.

12. Ability to assist customers outside on the airport ramp in varying weather conditions.

13. Ability to train and convey the skills required to a trainee.

Education, Experience and Eligibility Qualifications:

1. High School graduate or its equivalent (FT).

2. Two (2) years of experience in Customer Service work (FT).

3. Ability to pass background check, pre-employment drug tests, receive and maintain issuance of an airport security badge, and be insurable by the Airport’s applicable insurance policies to include a valid driver’s license.

4. Zero tolerance drug free employer includes pre-employment and random screening.

5. Aviation experience a plus but not necessary.

Physical Requirements:

1. Ability to observe aircraft identification numbers from seventy-five feet (75’) as well as read fine print.

2. Ability to stand to greet customers during verbal exchanges, walk throughout two-story facility to interact with customers.

3. Ability to listen and understand when communicating with customers.

4. Ability to write in clear and organized style.

5. Occasional stooping, bending and lifting up to 30 pounds required to assist visitors.

Job Characteristics:

1. Position is full-time/part-time, hourly, non-managerial

2. Regular and reliable in-person and timely attendance for all shifts which may include nights, weekends and/or holidays as scheduled.

3. Some training may occur off-site.

This job description is a general outline of the duties to be performed and is not to be misconstrued as encompassing all duties performed within the position.

The Airport Authority does not discriminate against any applicant or an Employee on the basis of race, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, disability, political affiliation, personal appearance, family responsibilities, or any other characteristic protected under federal, state, or local law. This Equal Opportunity policy applies to all aspects of employment, including but not limited to recruitment, hiring, job assignments, promotions, working conditions, scheduling, wage and salary administration, benefits, disciplinary actions, termination, and any social, educational, and recreational programs sponsored by the Airport Authority.

Pay: From $16.00 per hour

Expected hours: 20.0 – 40.0 per week

Experience:

• Customer Service: 2 years (Required)

Work Location: In person

Salary : $16