Client Services Representative I or Ii Ksna

2 weeks ago

Santa Ana, United States Clay Lacy Full time

**Job Title**: Client Services Representative I or II

**Department**: Client Services

**Location**: Santa Ana, CA

**Reports to**: Client Services Manager

**Salary Range**: $19.00/hour - $29.00/hourly

**Status**: Full-time

**Shift**: PM

Monday - 1:30 PM - 10 PM

Tuesday - 12:00 PM - 8:30 PM

Wednesday - OFF

Thursday - OFF

Friday - 1:30 PM - 10 PM

Saturday - 1:30 PM - 10 PM

Sunday - 1:30 PM - 10 PM

**FLSA Status**: Non-exempt
- This salary range covers multiple position levels.
- Is passionate for helping people.
- Is eager and quick to learn new material.
- Enjoys collaboration and communicating with others.
- Has a strong work ethic who values honesty, integrity, humility, respect, and accountability.
- Has the passion and intrinsic motivation to learn, change, and grow.,
- Is disciplined, dedicated, and determined to produce desirable results.
- Manages their time responsibly.
- Embodies a high level of integrity and professionalism, with a commitment to maintaining confidentiality and handling sensitive information appropriately.
- Possesses a strong attention to detail.
- Thrives in a fast-paced environment.
- Service Oriented.
- Ability to work in a multifaceted environment.
- Possesses strong organizational skills.
- Is an adept problem solver.
- Is deadline driven.
- Is proficient in time and resource management.
- Has strong coordination skills.
- Has strong critical thinking skills.
- Has active listening skills.

**Position Summary**

The Client Service Representative (CSR) is a customer service position responsible for providing excellent customer service and addressing the needs of customers, employees, and guests, and greeting our customers. The CSR plays a significant role in customer service as they are the first and last person our clients and customers see upon arrival and departure.

The CSR lead is a customer service position that is responsible for providing excellent customer service upon every interaction with both internal and external clients. They are also responsible for overseeing and training the CSR team. The CSR lead must embody the Clay Lacy Aviation vision, mission, and values to help foster a positive team environment that raises the level of safety, service and value for our guests and employees. The CSR lead will have a positive demeanor and provide legendary excellence in customer service to our customers.

**Responsibilities**:
**Client Services Representative I**
- Greet passengers, customers, pilots, and cabin servers upon their arrival.
- Coordinate every detail of a customer’s arrival and departure including catering, ground transportation, hotel, restaurant, and golf reservations.
- Interact regularly with both internal and external customers and tenants to promote the FBO and ensure a high level of customer satisfaction.
- Create new opportunities by developing relationships with customers, employees, and tenants.
- Arrange for fuel orders and other ground services for the aircraft.
- Ensure clients have a smooth reservation, arrival, and departure experience.
- Drive crew and passengers as needed.
- Organize, maintain, and replenish the lobby, pilot lounge, and restrooms as needed.
- Assist with escorting crew and passengers to and from security gate as needed.
- Manage communication requests between UNICOM and line service.
- Ability to act as a liaison on behalf of the client with Client Services Concierge and Line Service Technicians and other departments to provide the highest level of service.
- Resolve customer complaints and escalate to supervisor as needed.
- Participate in daily interdepartmental meeting.
- Provide feedback to leadership on ways to continuously improve service to our customers.
- Other duties and tasks as assigned.

**Client Services Representative II**

Level I responsibilities in addition to:

- Complete billing tasks on the aviation billing software.
- FBO 360/HUB - Billing of all clients and assist with any billing disputes.
- Other duties and tasks as assigned.

**Job Requirements**

**Client Services Representative I & II**
- Must have and maintain a valid driver’s license in the state the employee’s work location is based in, restricted licenses are not acceptable.
- Must have and maintain a JWA (John Wayne Airport) badge.
- Able to drive a manual shift vehicle.
- Able to use Microsoft Office suite and other necessary software proficiently.
- Maintain a professional presentation to all internal and external customers.
- Drive internal or external customer’s, or company’s vehicle at a posted or safe speed.
- Learn and comply with all safety and operating standards of vehicle and passenger safety as well as airport policies.
- Pass pre-employment drug testing and background check.
- Provide excellent customer service to both internal and external clients at all times.
- Complete NATA Safety First, Air Elite Training and other job-related training.
- Strong interpersonal and communication skills, direct interface,

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