Front Office Customer Service Representative

George J. Priester Aviation•Wheeling, IL

1d•Onsite

About The Position

The Front Office/Customer Service Representative serves as the first point of contact for GJP, delivering a professional, welcoming, and polished experience to guests, passengers, vendors, and employees. This role is responsible for coordinating inbound and outbound shipping, managing guest check-in and badge distribution, and maintaining the appearance and organization of the reception area, common spaces, and recreation area. In addition, this position provides administrative support for company events and coordinates use of the company condo, including scheduling and guest support. While GJP supports hybrid work arrangements in many roles across the company, this position is full-time onsite given its central role in front-office operations and in-person guest support. This role also requires availability and flexibility to work around holiday travel, particularly during peak periods when passenger movements increase and additional front-office support is needed. Success in this role requires exceptional customer service skills, strong organizational abilities, attention to detail, discretion, and the ability to manage multiple priorities in a fast-paced environment.

Requirements

High school diploma or equivalent required.
Exceptional customer service and interpersonal skills, with a professional, friendly, and polished demeanor.
Strong organizational skills with demonstrated ability to multitask, prioritize, and manage competing demands.
Excellent written and verbal communication skills.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams) and comfort learning new software, scheduling platforms, and office equipment.
High level of discretion and ability to handle confidential and sensitive information with integrity.
Ability to work independently, take initiative, and anticipate the needs of guests and team members.
Physical ability to lift and carry packages up to 40 pounds, stand and move throughout the facility for extended periods, and perform light physical tasks associated with mail handling and area upkeep.
Reliable, punctual, and consistent attendance required.
This is a non-exempt position which requires flexibility to meet the demands of business.

Nice To Haves

One or more years of experience in a front desk, customer service, hospitality, or administrative support role preferred.

Responsibilities

Greet all guests, passengers, vendors, and employees in a warm, professional, and welcoming manner, ensuring a positive first impression of GJP.
Manage guest check-in procedures, including verifying identification, issuing visitor badges, and notifying appropriate personnel of arrivals.
Answer, screen, and direct incoming phone calls, taking accurate messages and providing general information as needed.
Consolidate and distribute the weekly leadership schedule.
Track company car keys and maintain the usage log.
Oversee day-to-day operations of the mail room, including receiving, sorting, logging, and distributing incoming mail and packages to the appropriate recipients in a timely manner.
Coordinate outbound shipping with carriers such as USPS, UPS, FedEx, and DHL, including preparing packages, generating labels, tracking shipments, and reconciling shipping invoices.
Maintain the cleanliness, organization, and overall presentation of the reception area, lobby, conference rooms, and other common areas throughout the day.
Monitor and stock supplies for the recreation area and kitchen, ensuring areas remain clean, organized, and fully stocked for employee and guest use.
Manage daily catering deliveries, including receipt of orders and placement in the refrigerator.
Provide support for company events, including logistical coordination, catering arrangements, room setup and breakdown, vendor communication, and on-site event assistance.
Coordinate employee engagement items, including birthdays, gifts, flowers, and team lunches.
Manage office decorations and seasonal setup throughout the year.
Provide additional support during peak holiday travel periods when PWK passenger movements occur, coordinating with Rustin to assist with passenger arrivals and departures, catering, limos, and related logistics. Availability during these peak periods is an essential function of the role.
Schedule and coordinate meeting rooms, ensuring availability and proper setup.
Assist with client and vendor meeting scheduling, including coordination of Fishbowl reservations.
Provide general administrative support to the Administration team, including data entry, filing, scanning, and other clerical tasks as assigned.
Manage scheduling and coordination of the company condo, including maintaining the reservation calendar, communicating with guests, coordinating check-in and check-out procedures, and arranging cleaning and turnover between stays.
Provide attentive support to condo guests, including responding to questions, resolving issues, and ensuring a comfortable and positive experience.
Enter and submit ramp receipts.
Coordinate conference registrations and hotel bookings for employees as needed.
Manage local hotel coordination and negotiated rate management.
Distribute certificates of insurance to clients, vendors, and partners as requested.
Maintain contract file storage and management references for easy retrieval.
Administer memberships, renewals, and account management for services and organizations such as DocuSign, NATA, and NBAA.
Coordinate rental car arrangements and manage related vendor accounts.
Maintain accurate logs and records for mail, shipments, visitor sign-ins, badge distribution, condo reservations, and other tracked items.
Enforce visitor and security protocols, monitoring lobby traffic and reporting any suspicious or unauthorized activity to appropriate personnel.
Perform other duties and special projects as assigned.

Benefits

Medical coverage (PPO and High Deductible plans) through Blue Cross Blue Shield
Dental and vision coverage
Company-paid short-term and long-term disability insurance
Company-paid basic life and AD&D insurance, with optional supplemental coverage
Voluntary accident, critical illness, and hospital indemnity plans
401(k) retirement plan with company match
Annual company-funded profit-sharing contribution
Health Savings Account (HSA), Flexible Spending Accounts (FSA), and Dependent Care FSA options
Paid company holidays
Unlimited Paid Time Off (PTO), subject to scheduling guidelines
Sick leave in accordance with company policy
Tuition reimbursement program
Company-paid legal services and identity theft protection
Company-paid pet insurance for dogs or cats
Employee assistance and support resources