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Client Relations Coordinator II

2 months ago

Texas, United States City of Arlington Full time

JOB SUMMARY

:
Under general supervision, deliver exceptional service to our clientele in a welcoming, friendly, and respectful manner, ensuring that each customer feels valued and at ease. Serve as the primary point of contact for pilots, passengers, and other patrons of the facility, addressing inquiries and resolving issues both in person and via telephone regarding service rates, fuel pricing, and general information about the area.

ESSENTIAL JOB FUNCTIONS:

• Foster positive public relations with tenants and customers concerning operations; promptly address and resolve any concerns raised by tenants.

• Assist in familiarizing prospective tenants with the facility by providing essential information about amenities, rules, and regulations.

• Deliver concierge-level customer service, which includes but is not limited to: Processing transactions. Collecting, maintaining, and organizing customer data. Coordinating catering and ground handling requests for aircraft owners and pilots. Providing quotes for fuel and service pricing. Addressing customer inquiries and complaints. Offering information and short-term rates for hangar rentals and tie-down spaces.


• Maintain accurate records of all scheduled incoming aircraft and complete necessary documentation.

• Operate a two-way radio to communicate with ground services and utilize aviation terminology when interacting with pilots arriving at the facility.

• Arrange rental vehicles and provide guidance on parking locations.

• Distribute crew vehicles in accordance with policy and facilitate ground transportation access for aircraft arrivals.

• Oversee the cleanliness and organization of snack and beverage stations.

• Ensure that seating areas for pilots and passengers are tidy and stocked with current publications.

OTHER JOB FUNCTIONS:

• Provide coverage for shifts and work overtime as necessary, particularly during non-standard operations such as special events or adverse weather conditions.

• Collaborate with ground service teams to ensure optimal service delivery, including but not limited to:

Communicating customer arrivals
Schedule modifications
Addressing specific pilot requirements, such as:

Coffee, ice, and newspapers

Assisting ground service teams with wing walking during aircraft movements.

• Monitor the facility, ramps, and hangars; provide access control and oversee secured areas.

MINIMUM QUALIFICATIONS:

• Knowledge of office and administrative practices and procedures.

• Comprehensive understanding of facility operations and procedures.

• Familiarity with aviation terminology.

• Awareness of aircraft operation principles, techniques, and safety hazards.

• Knowledge of emergency response protocols for aviation incidents.

• Understanding of safety regulations within the Aircraft Movement Area and local regulations governing hangar use.

• Proficient in both oral and written communication.

• Ability to plan, organize, and monitor customer service issues effectively.

• Proficient in Adobe Acrobat Pro for document management.

• Competent in cash handling procedures.

• Skilled in using PC software, including the current Microsoft Office Suite.

• Ability to communicate professionally and tactfully with colleagues and the public.

• Strong organizational skills and attention to detail.

• Ability to exercise discretion and independent judgment based on organizational policies.

• Capacity to work independently under general supervision.

• Ability to perform various physical tasks, including filing, sorting, and typing.

• Proficient in operating office equipment such as PCs, telephones, and copiers.

• Ability to prioritize tasks and meet deadlines.

• Quick learner of new systems and procedures.

• Ability to collaborate with internal and external stakeholders to achieve objectives.

• Basic understanding of mathematical calculations involving fractions, percentages, and decimals.

• Ability to maintain confidentiality.

• Ability to work effectively as part of a team and build positive relationships with colleagues and the public.

QUALIFYING EDUCATION AND EXPERIENCE:

• High school diploma or GED with a minimum of one year of experience in customer relations.

• Any equivalent combination of education and/or experience may be considered.

PREFERRED EDUCATION AND EXPERIENCE:

• Previous experience in a Fixed Based Operator (FBO) environment is preferred.

EMPLOYMENT SCREENINGS REQUIRED:

• Criminal background check

• Physical examination

• Human Performance Evaluation (HPE)