FBO Customer Service Agent, Part-Time

Trego-Dugan Aviation (TDA) is looking for an enthusiastic, flexible individual interested in joining our Grand Island, NE Team at the GRI Station to work a part-time position, approximately 10 hours per week!

Job description

Employed by Trego-Dugan Aviation

Must be available evenings and weekends as shifts do vary in this position!

Must have a valid driver's license

Must pass pre-employment background check and drug test

General Purpose of Job:

The FBO Customer Service Agent is responsible for greeting customers, answering the phone, relaying service requests from customers or other departments to the Line Department via keyboard text entry and radio as well as collect payments and perform data entry. Must be able to effectively communicate all business to internal and external departments. Well-developed planning and organizational skills are required. Must be totally committed to the importance of serving the customer and have an excellent customer service focus.

Essential Duties and Responsibilities:

• Pursue open communications with customers to ensure all their service requirements were met in a prompt, efficient, and friendly manner.
• Accept and process counter sales of fuel and supplies.
• Quality control, scans, and archive daily inventories.
• Ensure that customer’s visit is pleasant by helping with rental cars, courtesy cars, shuttle service, hotel reservations, restaurant recommendations, driving directions, etc.
• Operate a multi-line telephone, accurately and efficiently transferring information, and answering the phone with the prescribed greeting as defined by management with consistency and complimentary tonal inflection.
• Accurately receive, dispatch and process service requests.
• Obtain basic knowledge of aircraft fuel and service requirements.
• Pursue a friendly and professional relationship with customers.
• Seek guidance and direction as necessary for performance of duties.
• Exercise good judgment in investigating problems.
• Respect the confidentiality of company, customer, and personnel information.
• Consistently show ability to recognize and deal with priorities.
• Always provide proper notification and advance notice of absence.
• Report to work on time and depart on time unless approved in advance.
• Maintain the work area in a neat and orderly manner.
• Assume responsibility for staying aware of changes in company policies and procedures.
• Maintain a well-groomed, professional appearance appropriate for the position and situation by wearing prescribed uniform and appropriate shoes.
• Other duties as assigned by Operations Manager.
• Must pass a background check and pre-employment drug test
• Must have authorization to work in the U.S. as defined in the Immigrations Act of 1986

Competency/Behavioral Requirements:

• Be pleasant with others on the job and display a good-natured, cooperative attitude
• Be reliable, responsible, and dependable, and fulfill obligations.
• Attention to Detail
• Maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in very difficult situations
• Accept criticism and deal calmly and effectively with high stress situations be open to change (positive or negative) and to considerable variety in the workplace
• Willingness to take on responsibilities and challenges
• Be sensitive to others' needs and feelings and be understanding and helpful on the job
• Develop one's own ways of doing things abiding by to TDA’s policies and procedures, guide oneself with little or no supervision, and depend on oneself to get things done

Physical Demands :

The employee must be able to move through the building assisting customers and will be required on occasion to assist with baggage or bringing customer cars to their aircraft. Additionally may be required to help deliver catering, ice, coffee and papers to aircraft. The employee will spend most of their time behind a counter. They must be able to sit, stand, and move about frequently.

Work Environment:

The employee will work inside a climate controlled smoke free environment most of the time. Occasional short periods may be required outside in the area of operating aircraft and equipment exposing the employee to the hazards associated with this environment. Employee may be asked to work over-time or different shifts than normally scheduled. Must be willing to work a flexible schedule including nights, weekends and/or holidays.

Other Requirements and Qualifications:

Education: High School Diploma or Equivalent, Some College Preferred

Experience: Two (2) years’ experience in a Customer Service occupation as well as 1 year sales transaction processing to include cash, credit card, invoicing

Knowledge:

• Ability to perform basic arithmetic math calculations.
• Ability to understand and follow instructions
• Excellent oral and written communications skills
• Ability to handle multiple tasks and demands
• Knowledge of, and proficiency with, windows based software- specifically Microsoft Office to include Outlook, Word and Excel
• Knowledge of telephone switchboard activities such as hold, park, transferring and paging