Customer Service Agent - Page Field

MAJOR FUNCTION

IN ORDER FOR YOUR APPLICATION TO BE REVIEWED BY OUR HIRING MANAGER, YOU MUST APPLY HERE:

https://www.governmentjobs.com/careers/leecountypa?page=1

A Customer Service Agent with Base Operations at Page Field, Lee County Port Authority, is trained to perform a variety of customer-oriented tasks coordinating services for private and business aircraft at Page Field. This position receives direction from the Shift Lead, Customer Service Supervisor, Line Service Supervisor, General Manager or other higher level supervisory or management personnel within LCPA. This is an entry level position with the expectation to progress to Customer Service Specialist.

GENERAL POSITION DUTIES

· Effectively communicates with customers (flight crew, aircraft owners, & passengers) in the delivery of service requests.

· Processes sales transactions for the purchase of fuel and ancillary aircraft services (ramp & hangar parking, ground power, lavatory service, water service, catering) as well as gift shop purchases.

· Answers incoming calls on a multi-line telephone in a courteous and professional manner.

· Prepares and replenishes a variety of amenities (coffee, tea, popcorn, cookies, etc.) for customers to enjoy.

· Conducts frequent lobby, café, and restroom walk-through to ensure customer amenity availability and cleanliness levels are maintained, and address deficiencies with same.

· Communicates with aircraft using proper aviation terminology via aviation band radio to coordinate arrival times and service needs.

· Receives and processes customer requests such as hotel and rental car reservation, catering orders and transportation services.

· Performs shift closeouts and balances.

· Completes fuel reports and concierge request scheduling.

· Assists line service staff by wing walking, delivering catering to aircraft, and assisting with passenger luggage and rental cars.

· Escorts various private and company personnel unfamiliar with the airport grounds as requested to ensure safety and security compliance.

· Remains current on recognizing General Aviation aircraft manufacturer’s models.

· Greets customers, flight crews, passengers and tenants in a friendly and welcoming manner.

· Displays a positive and professional attitude at all times while maintaining acceptable grooming standards and wearing the uniform with pride ensuring the highest level of safety, security and Customer Service is maintained at all times.

· Occasionally operate company vehicles in the performance of company business.

· Accurately and completely input customer’s arrival, departure and service requests into the concierge software application.

· Performs a variety of minor building maintenance upkeep tasks such as restroom cleaning, attendance to spills inside/outside the FBO, and other general cleanliness duties as needed.

· Position requires individual to work varying shifts including days, nights, weekends, holidays and “on-call” scheduling as necessary. Schedule restrictions may apply during seasonal timeframes.

· Maintains currency on essential authority communications by monitoring email daily & responding as required.

· Position requires individual to effectively use his/her time while working as scheduled.

· May occasionally be requested to assist line service staff with aircraft related duties.

· Performs other duties as required.

KNOWLEDGE, SKILLS & ABILITIES

· Ability to read, understand and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organizations.

· Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

· Ability to apply common sense understanding to carry our instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to handle and resolve challenges involving unusual situations in a professional manner.

· Must meet the physical ability requirements to lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds; stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. Specific vision abilities to include close, distance, color, peripheral, depth perception, and ability to adjust focus.

· Ability to perform job duties while occasionally being exposed to fumes or airborne particles, a high noise environment and outdoor weather conditions.

· Basic knowledge of general aviation aircraft and different types of aviation fuel highly desirable.

· Must possess above average Customer Service skills and have the ability to effectively communicate with others at all times.

· Ability to multi-task with ease.

· Must be a self-motivator with the desire to always follow up with customers in the delivery of service requests.

· Requires exceptional organizational skills and attention to detail.

· Must practice a high level of confidentiality.

· Completion of NATA Safety 1st Customer Service online training modules within 90 days of hire.

· Must know airport layout & technical details within 120 days of hire.

· Must complete Avfuel Customer Service Training program within 10 months of hire.

· Must successfully complete annual recurrent training examination with a score of 90 or higher.

· Must be able to communicate clearly on a two-way radio.

· Must have basic working knowledge of personal computers.

TRAINING AND EXPERIENCE

High school diploma or general education degree (GED) is required. A minimum of one year work experience in related aviation or Customer Service experience preferred. Any combination of education and experience, which demonstrates the ability to perform duties effectively, may be substituted.

LICENSES AND CERTIFICATIONS

· Possession of valid Florida driver’s license is required.

· Must maintain a valid State of Florida driver’s license or possess a valid out-of state driver’s license and obtain the State of Florida drivers license within 30 days of employment

· A driving record that meets the Authority’s driving standards.

EMERGENCY RESPONSE/RECOVERY ACTIVITIES

Lee County Port Authority personnel are designated by Tier levels and may be called upon to assist with an emergency or unforeseen event at any time. Employees may be called upon to fulfill duties that are outside their normal scope of work to assist in resuming airport operations and flight activities.

Job Type: Full-time

Pay: From $18.22 per hour

Benefits:

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

Work setting:

• In-person

Work Location: In person