Base Coach

Sheltair Aviation•Orlando, FL

72d•Onsite

About The Position

This customer service base coach position involves daily contact with customers and co-workers in situations that require a positive attitude, consideration, and courtesy at all times. Although customer service is a top priority, a large number of the CSRs/Coach daily tasks involve using a computer and a high level of concentration is imperative as the environment changes frequently and at a fast pace. Responsibilities include assisting and/or providing pilots and passengers with the following: fuel orders, online times, notices of arrivals/departures, verbal and written directions, making vehicle rental reservations, making hotel and catering arrangements, personal vehicles and A/C key handling, and person, over the telephone, radio, email and facsimile communications. Conduct new employee and recurring training as needed with CSR’s. The CSR Coach is also responsible for entering data related to invoicing, payment processing, and fuel records. In addition, assists with general cleaning and stocking the pilot and passenger area with coffee, water, and other items as provided. The CSR Coach must be able to accommodate changing work hours, variable schedules, and weekend work as required.

Requirements

A High School diploma or GED
Two to four years’ relevant experience in related field.
Strong interpersonal, communication, organizational and customer service skills.
A valid driver’s license.
Proficiency in basic math.
Proficiency in TFBO/EFBO, Microsoft Office, Excel, Power point.
A typing speed of at least 40 - 60 words per minute.
A professional appearance.
Clean background check and drug screen.

Nice To Haves

An Associate’s degree is preferred.

Responsibilities

Assisting and/or providing pilots and passengers with fuel orders, online times, notices of arrivals/departures, verbal and written directions, making vehicle rental reservations, making hotel and catering arrangements, personal vehicles and A/C key handling.
Handling communications over the telephone, radio, email and facsimile.
Conducting new employee and recurring training as needed with CSR’s.
Entering data related to invoicing, payment processing, and fuel records.
Assisting with general cleaning and stocking the pilot and passenger area with coffee, water, and other items.
Facilitating new employees training as needed.
Understanding and staying current with company processes and procedures.
Responding to questions from management, team and customers.
Delivery, review, and maintenance of training programs or training curriculum to ensure the training needs of the organization are met.
Providing classroom-style training, demonstrations, on-the-job training.
Partnering with peer and Customer service training team on shared responsibilities.
Keeping abreast of current learning and performance training strategies, delivery methods, and techniques.
Measuring and evaluating the effectiveness of training in achieving desired outcomes.
Providing training Matrix performance feedback.
Building trust between Sheltair teammates.
Maintaining customer service and uniform standards.