Duncan Aviation | Pilot

FBO Customer Service Representative

About the Role

Duncan Aviation seeks a dedicated FBO Customer Service Representative to serve as a vital company liaison, utilizing exceptional customer service skills to address inquiries and requests from customers, vendors, team members, and the general public. This role is instrumental in cultivating and maintaining long-term, meaningful customer relationships.

The successful candidate will provide essential company switchboard and administrative support, perform diverse clerical duties, and diligently monitor the company’s security systems. This position demands a proactive approach, comprehensive knowledge of company operations, and the ability to think critically under pressure. The representative must excel at multitasking, prioritizing tasks efficiently, and offering solution-oriented support in a highly organized manner.

Key Responsibilities

• Professionally greet all individuals entering the facility, embodying Duncan Aviation's customer service standards and projecting a positive company image.
• Directly assist customers and project managers by researching and responding to travel arrangement inquiries and requests, ensuring customer needs are met.
• Initiate engaging dialogue with guests to understand and anticipate their requirements, including itinerary creation and arranging accommodations such as hotels, rental cars, catering, and restaurant reservations.
• Cultivate and maintain strong relationships with local service providers including hotels, rental car agencies, catering companies, and dry cleaners.
• Actively promote FBO services and fuel supplier programs, ensuring ramp resources and services are readily available to customers.
• Facilitate customer needs by providing essential services like catering, fuel, and rental cars directly on the ramp.
• Provide transportation services for customers as required.
• Maintain consistent and clear communication with project managers and sales teams regarding customer aircraft arrivals and departures, fuel transactions, hotel and rental car reservations, and other client services.
• Regularly inspect and maintain the customer and pilot lounge, ensuring a welcoming environment by updating office signage and stocking amenities.
• Generate invoices and bills for various company services, including fuel/oil sales, hangar rentals, minor maintenance, and parts, and process payments.
• Perform monthly fuel inventory reconciliation.
• Meticulously sort, check, and verify all invoices to ensure accuracy.
• Collaborate with the Line Service team to ensure accurate fuel inventory and sales data.
• Provide comprehensive administrative support, including organizing files, generating reports, creating spreadsheets, and updating the customer database.
• Assist the Accounting department with cash drawer balancing, promptly reporting any discrepancies.
• Manage travel pack cash distribution and generate miscellaneous invoices and credit memos.
• Prepare weekly checks and mail for the accounting department and update the Travel Bank.
• Provide 24/7/365 company switchboard support, routing calls, relaying announcements, utilizing radio systems, and responding to ARINC communications.
• Monitor incoming aircraft using flight tracking software, communicating relevant details to Line Services for arrivals and departures.
• Respond to 1st Responder calls and utilize the Everbridge Alert System for emergency notifications.
• Assess and respond to security, trouble, and fire alarms, determining necessary actions and notifying appropriate personnel.
• Monitor the AMAG security system, manage security-related paperwork, and administer security access rights and door alarms (24/7/365).
• Oversee surveillance through Milestone security cameras and monitor vehicle and team member access through secured gates and doors.
• Prepare materials for bulk mailings, weigh packages for postage, and manage certified mail.
• Sort and distribute incoming mail to the correct departments.
• Perform other duties as assigned by management.

Qualifications and Requirements

Job Specific Requirements

• Licenses/Certificates: A valid Driver's License and an acceptable driving record are mandatory.
• Attendance: Regular and punctual attendance is required.
• Physical Demands: Ability to read small print, perform repetitive motions, and tolerate standing, bending, stooping, and sitting. Proficiency in typing and data entry is essential.
• Environmental Conditions: Ability to tolerate noisy work environments.

Competencies

• Customer Focus
• Decision Quality
• Integrity and Trust
• Learning on the Fly
• Peer Relationships
• Problem Solving
• Drive for Results
• Communication
• Action Oriented
• Approachability
• Conflict Management
• Composure
• Timely Decision Making
• Informing
• Interpersonal Savvy
• Listening
• Organizing
• Priority Setting

Education and Experience

• High School graduate or equivalent required.
• Minimum of one year of customer service experience, including direct customer contact and multi-line phone experience.
• Proficiency with general computer usage and a foundational knowledge of Microsoft software (Word, Excel, Project, etc.) are required.

Benefits and Perks

• Relocation Assistance: Available for qualified candidates to ease the moving process.
• Comprehensive Benefits Package: Medical, Dental, Vision, Vacation, and Holiday pay available to team members from day one.
• Health Savings Account (HSA): Facilitates medical needs with employer and employee contributions.
• 401(k) Program: Opportunity to save for the future, with contributions beginning within the first 45 days and a 50% company match on the first 6% contributed.
• On-Site Fitness & Health Clinics: Available at MRO locations.
• In-House Training: Numerous opportunities for professional development.
• Tuition Assistance: Support for further educational pursuits.

Duncan Aviation is a world-leading, family-owned maintenance, repair, and overhaul (MRO) facility providing comprehensive nose-to-tail services for business aircraft. The company deeply values the diverse experiences of its workforce and is proud to be a Veteran-Friendly Employer. Individuals from all backgrounds, nationalities, disability statuses, and military service are encouraged to apply.

Experience an adventure unlike any other. Apply today!

Duncan Aviation is an Equal Opportunity and Affirmative Action Employer. EOE Minorities/Females/Protected Veterans/Disabled.