Client Services Representative II, KSNA

Clay Lacy Aviation

5d•Onsite

About The Position

This is a dynamic role within a fast-paced, luxury FBO environment. Client Services Representatives (CSRs) serve as the face of the FBO and play a critical role in delivering an exceptional experience to aircraft owners, passengers, crew members, and guests. As one of the first and last points of contact within the terminal, CSRs are expected to represent Clay Lacy Aviation with professionalism, warmth, attention to detail, and a service-first mindset. The ideal candidate will possess a polished and welcoming demeanor, strong communication skills, and the ability to thrive in a high-touch, fast-moving aviation environment while maintaining a positive and solutions-oriented approach.

Requirements

Must have a valid C Class Driver’s license with a clean driving record.
This position requires an applicant with a flexible schedule and the ability to work all shifts, weekends, and holidays.
Excellent communication skills with fluency in reading, writing, and spoken English
Excellent personal presentation and interpersonal skills.
Speaking -- Talking to others to convey information effectively.
Coordination -- Adjusting actions in relation to others' actions.
Time Management -- Managing one's own time and the time of others.
Critical Thinking -- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Active Listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Service Orientation -- Actively looking for ways to help people.
Social Perceptiveness -- Being aware of others' reactions and understanding why they react as they do.
Highly computer literate and proficient in Microsoft Suite
Strong organizational skills
Highly detail-oriented
Comfortable working independently
Thrives in a fast-paced environment
Adept problem solver
Deadline driven
High school diploma or equivalent required
Must pass pre-employment drug testing and background check

Nice To Haves

college degree in Hospitality, Aviation Management, or a related field preferred.
Three to five years of client relations or guest services experience within private aviation preferred.
Candidates with experience in luxury hotels, resorts, or other high-end hospitality environments will also be considered.

Responsibilities

All responsibilities of Client Services Representative I
Serves as concierge to passengers and pilots to ensure clients have a smooth reservation, arrival, and departure experience.
Establish long-term, trusted relationships by delivering the highest level of personalized service.
Regularly interact with customers and tenants to promote the FBO and ensure a high level of customer satisfaction
Contribute to the training and development of CSR I and other FBO employees
Resolve customer complaints and escalate to supervisor as needed
Daily involvement in interdepartmental huddle calls
Activity work between Client Services team, Concierge, and Line Service to promote highest client Experience
Valet/ Greeter vehicle and inventory management
Actively involved in the continuous safety requirements as per LAWA and CLA policies
Produce daily reports as needed by Management
Perform nightly specific duties as required by closing check list
FBO 360/HUB- Billing of all clients and assist with any billing disputes
Track and update all notes pertaining to Airport restrictions and addendums
Perform duties for Accounting- Corridor
Other responsibilities as requested or assigned.