Airport Customer Service Representative

City of Monroe•Monroe, NC

2d•Hybrid

About The Position

The Airport Customer Service Representative provides front-line customer service and administrative support for the daily operation of the Fixed Base Operator (FBO) at Charlotte-Monroe Executive Airport (KEQY). This position greets and assists pilots, flight crews, passengers, and aviation partners; sells fuel, merchandise, and pilot supplies through the retail point-of-sale system; receives payments and processes service and fuel transactions; coordinates hangar rentals and concierge services; and coordinates with line service staff to deliver a first-class experience to based and transient clientele. This position reports to the Airport Director. Work is performed in an extremely fast-paced, high-volume environment where aircraft arrivals and departures, customer requests, and service deadlines often hit all at once and with little advance notice; success depends on shifting priorities quickly while staying accurate, calm, and composed.

Requirements

High school diploma or equivalent required.
Valid driver's license in the State of North Carolina.
Ability to receive payments and perform basic cash-handling and financial procedures accurately.
Ability to operate a retail point-of-sale (POS) system and assist with stocking and inventory.
Ability to multitask, prioritize, and remain organized in a fast-paced environment.
Excellent communication, interpersonal, and customer-service skills with a professional presence.
Proficiency with computers and standard office software, and the ability to learn FBO systems such as Airfield Logic and Atlas Software.
Strong problem-solving skills and situational awareness.
Ability to work effectively with crews, customers, coworkers, and vendors to achieve team and organizational goals.
Work requires the regular exertion of up to 10 pounds of force, frequent exertion of up to 25 pounds of force, and occasional exertion of up to 50 pounds of force (e.g., luggage, supplies, and materials).
Work regularly requires standing, walking, speaking or hearing, and using hands; frequently requires sitting, reaching with hands and arms, and repetitive motions; and occasionally requires climbing or balancing, stooping, kneeling, or crouching and pushing or pulling.
Vocal communication is required for conveying detailed or important instructions to others accurately, including clearly and loudly over telephone and Unicom radio.
Hearing is required to perceive information at normal spoken word levels and over radio communications.
Work requires preparing and analyzing written and computer data and observing general surroundings and activities on an active airfield.
Worker is frequently exposed to outdoor weather conditions and occasionally to moving aircraft and mechanical parts, elevated noise levels, and jet fuel odors.
Work is performed primarily in a business office and lobby environment and occasionally on the aircraft ramp.

Nice To Haves

Previous experience in aviation, FBO operations, corporate/business jet customer service, or a customer service/hospitality field is preferred.
Experience with Airfield Logic and Atlas Software is a plus.
Working knowledge of, or the ability to learn, aircraft types, general aviation terminology, and corporate/business jet operational needs.

Responsibilities

Greets and assists pilots, flight crews, passengers, and aviation partners in person, by telephone, and by Unicom radio; anticipates customer needs and delivers hospitality-driven service; maintains a clean, organized, and welcoming front desk and lobby environment.
Determines correct fees based on aircraft type, service category, and applicable airport/FBO fee schedules; receives and processes cash, credit card, and other payments accurately and securely; reconciles daily receipts and maintains compliance with financial handling procedures.
Operates the retail point-of-sale (POS) system to sell aircraft fuel, merchandise, apparel, pilot supplies, and other retail items; processes sales accurately; and assists with stocking, pricing, and inventory as assigned.
Coordinates hangar rentals, tie-down, and transient aircraft parking; schedules and arranges fuel, crew cars, catering, lodging, ground transportation, and other concierge-level services for pilots and crews.
Supports aircraft arrivals, departures, and ramp coordination; communicates service requests to and coordinates closely with line service technicians to ensure the timely and accurate delivery of fuel and ramp services.
Uses Airfield Logic to create, manage, and track work orders; uses Atlas Software to enter, update, and finalize fuel orders, service requests, and billing through to payment.
Performs data entry; maintains daily logs, customer records, and operational reports; and opens and/or closes the facility, including securing the building and reconciling the cash drawer, as assigned.