FBO Customer Service Representative - Provo, UT

VetJobs•Provo, UT

1d•Onsite

About The Position

The FBO Customer Service Representative serves as a company liaison, responding to inquiries and requests from customers, vendors, team members, and the public. The role provides customer service, switchboard and administrative support, clerical services, and monitoring of company security systems. It requires multitasking, organization, prioritization, solution-oriented judgment, and the ability to work under pressure. The representative welcomes and assists customers, coordinates travel arrangements and other guest services, promotes FBO services and fuel programs, and communicates with project managers and sales teams about aircraft arrivals, departures, fuel sales, reservations, and related services. The position also handles service invoices and payments, supports accounting and office administration, answers and routes calls, tracks aircraft, responds to emergency notifications, monitors alarms and security systems, and processes incoming and outgoing mail. This is an on-site weekend-shift position in Provo, Utah, scheduled Friday through Monday from 12:00 p.m. to 10:00 p.m. Relocation assistance is available to qualifying candidates. Duncan Aviation offers medical, dental, and vision coverage, vacation and holiday benefits, a health savings account, a 401(k) plan with matching contributions, on-site fitness and health clinics at MRO locations, in-house training, and tuition assistance.

Requirements

High school graduate or equivalent.
At least one year of customer service experience, including direct customer contact and multi-line phone experience.
Proficiency with general computer use and basic knowledge of Microsoft software such as Word, Excel, and Project.
Valid driver's license and acceptable driving record.
Regularly scheduled attendance is required.
Ability to read small print and perform repetitive motion, typing, and data entry.
Ability to tolerate standing, bending, stooping, sitting, and noisy work environments.
Demonstrated customer focus, decision quality, integrity and trust, learning agility, peer relationship skills, problem solving, drive for results, communication, and action orientation.
Position-specific competencies include approachability, conflict management, composure, timely decision making, informing, interpersonal savvy, listening, organizing, and priority setting.

Responsibilities

Greet employees, customers, vendors, visitors, and the public, representing the company professionally and positively.
Assist customers and project managers by researching and responding to inquiries and arranging travel and accommodations, including hotels, rental cars, catering, and restaurants.
Develop and maintain relationships with local hotels, rental car companies, caterers, dry cleaners, and other service providers.
Promote FBO services and fuel supplier programs, coordinate needed ramp resources and services, and provide customer transportation as necessary.
Communicate with project managers and sales teams about customer maintenance arrivals and departures, fuel and defuel sales, reservations, and other services.
Check the Hangar D customer lounge and offices daily, update office name signs, and arrange refreshments in customer and pilot lounges.
Prepare invoices and bills, receive payments, verify invoices, support fuel inventory and sales accuracy, and perform related service billing tasks.
Provide administrative support, including filing, report generation, spreadsheet creation, and customer database updates.
Assist Accounting with cash drawer balancing, travel cash, miscellaneous invoices and credit memos, weekly checks and mail, and Travel Bank updates.
Support the company switchboard by routing calls, relaying announcements, using paging system radios, and responding to ARINC.
Monitor incoming aircraft using flight tracking software and communicate relevant arrival and departure information to Line Services.
Respond to first-responder calls and send emergency company notifications using the Everbridge Alert System.
Respond to security, trouble, and fire alarms; assess alarm type and determine necessary action; and notify appropriate personnel.
Monitor the AMAG security system and Milestone cameras, process security paperwork, create access rights and door alarms, and monitor secured gates and doors.
Issue keys and monitor vehicles and team members entering through secured areas.
Prepare bulk mailings, weigh packages, apply postage, post certified mail, and sort and distribute incoming mail.
Perform other related duties as assigned by management.