Summary:
Customer Service Representatives (CSR’s) are responsible for providing the highest level of service to each customer who visits the Fix Based Operation (FBO). The CSR’s are members of the Welcome Team and are vital positions to The Company as they provide the first impression to the brand.
Reporting To:
Office Manager and General Manager
Location:
Ontario, CA
Shifts/Hours:
This position with Guardian Jet Center requires availability for any/all shifts as well as overtime, weekends, holidays, and on call.
Pay Range or Rate:
$19.00 - $20.00 per hour
Benefits:
Health and Welfare Insurance
401k
Unemployment Insurance
Worker’s Compensation
Social Security
Company Paid Time Off
Paid Holidays
Job Responsibilities:
- Greet guests with an upbeat, friendly, and professional manner.
- Provide effective Customer Service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with customers, pilots, and team members.
- Ordering company supplies and products from Costco, Uline, and other vendors.
- Performing facility safety checklist walk-arounds.
- Providing MSDS (Material Safety Data Sheets) updates and facility vendor maintenance.
- Take reservations and immediately follow-through on guest service requirements. Follow-through is very important prior to the aircraft and passenger arrivals.
- Assist and coordinate guest services with rental car, hotel reservations, catering, fuel purchasing, hangar space, ramp parking, and other services as determined by the customer.
- Responsible for checking voicemails for the main lines and maintaining the FBO email account.
- Be courteous and professional when answering phone calls, texts, emails, and in-person requests for services. This also includes dispatching services via radio to the line staff.
- Maintain an accurate daily schedule of all aircraft arrivals and departures.
- Be proactive and prepare for all incoming and outgoing aircraft flights.
- Prepare Charter reservations by processing Charter requests of approval from the Airport Operations and our designated Ground Handling Service partner. This includes, following up with approvals prior to the Charter’s scheduled arrivals and departures.
- Handle customers confidential information, including credit card info, and reservation sheets with a high degree of integrity.
- Accurately and timely process fueling and ground handling requests to Total FBO (TFBO).
- Ensure the lobby areas, workspaces, kitchen, pilots lounge, restrooms, and conference room are in good and clean condition.
- Monitor Customer amenities in addition to restocking items daily which includes assisting in conducting an inventory of facility supplies and advising if certain items are low in stock.
- Familiarize yourself with any Company & Fuel reward programs that may be available.
- Coordinate specific, detailed shift change pass-downs to minimize confusion and service errors.
- Partner with the Line Service staff to meet and exceed customer’s service expectations.
- Perform laundry functions, as needed (i.e. shower towels, cleaning towels, etc.).
- Schedule conference room reservations, as needed.
- Complete training assignments on time when scheduled.
- Perform other related duties as assigned.
Qualifications:
Aviation Experience
Education / Certification:
- High School Diploma
- Background check and drug screening required
Required Knowledge:
- MS Office Applications, Word, Excel, Outlook
- QuickBooks
- Web-based sites and applications for booking reservations and tracking aircrafts
Experience Required:
- One plus (1 +) years Customer Service experience
- FBO and/or Aviation background, a plus
Skills / Abilities:
- Must present an upbeat, friendly, and positive demeanor at all times to all internal & external customers.
- Must possess the ability to listen carefully and be attentive to our customers.
- Must have strong verbal and written communication skills.
- Must be able to interact professionally with internal and external customers, executives, company management, co-workers, and the general public in person and over the phone at all times.
- Must be detail oriented, organized, and have the ability to multitask.
- Must have a valid driver’s license.
- Bi-lingual, Spanish, a plus.
Physical Requirements:
- Must be able to sit, walk and stand for up to 8 hours throughout the day.
- Must be able to speak to customers over the phone and in person.
- Must be able to use a computer keyboard and communications radio.
- Must be able to lift, push and pull up to 25 lbs.
Job Type: Full-time
Pay: From $19.00 per hour
Benefits:
- 401(k)
- Health insurance
- Paid time off
Shift availability:
- Day Shift (Preferred)
- Night Shift (Required)
- Overnight Shift (Preferred)
Ability to Relocate:
- Ontario, CA 91761: Relocate before starting work (Required)
Work Location: In person
