Aviation Customer Support Specialist

2 weeks ago

Lincoln, Nebraska, United States Duncan Aviation Full time

Duncan Aviation stands as the largest, family-owned maintenance, repair, and overhaul (MRO) facility globally, offering comprehensive services for business aircraft. We cherish the unique experiences and diversity within our workforce and proudly uphold our status as a Veteran-Friendly Employer. We encourage individuals from all backgrounds, nationalities, disability statuses, and military service to apply.

The **FBO Customer Service Representative** plays a crucial role in delivering exceptional customer service as a representative of the company. This position serves as a vital link between customers, vendors, team members, and the public, ensuring inquiries are addressed and requests are fulfilled. The representative fosters long-term, meaningful relationships with clients, provides administrative support, and oversees the company's security systems.

**Key Responsibilities**

1. Welcomes team members, customers, vendors, and visitors, acting as the company’s representative to promote a professional and positive image in line with Duncan Aviation's customer service standards. Engages with guests to understand and exceed their expectations, including creating itineraries and arranging travel accommodations such as hotels, rental cars, catering, and dining options. Advocates for FBO services and fuel supplier programs while building and maintaining relationships with local service providers.

2. Communicates with customers, prepares invoices, and processes payments for various company services, including fuel sales, hangar rentals, and minor maintenance work. Ensures accuracy in all invoices generated during the shift and collaborates with the Line Service team to verify fuel inventory and sales. Provides administrative assistance as needed, including organizing filing materials, preparing bulk mailings, relaying company announcements, and maintaining the Customer Database.

3. Supports the Accounting department by accurately balancing the cash drawer at the start and end of each shift, reporting any discrepancies, and managing cash and credit card transactions.

4. Operates the company switchboard and provides administrative support, directing communications through radio and UNICOM to the appropriate team members. Monitors the flight-tracking system and announces the arrival of customers, providing transportation as necessary.

5. Oversees the company’s security systems, including processing security-related documentation, responding to alarms, monitoring access points, and issuing keys.

6. Performs additional duties as assigned by management.

**Job Requirements**

**Licenses/Certificates:** Must possess a valid driver's license with an acceptable driving record.

**Attendance:** Regular attendance is essential.

**Physical Requirements:** Ability to read small print, perform repetitive motions, and tolerate standing, bending, and sitting. Proficient typing and data entry skills are required.

**Environmental Conditions:** Must be able to work in noisy environments.

**Work Schedule:** Availability for all shifts is required.

**Education and Experience**

A high school diploma or equivalent is required, along with a minimum of one year of customer service experience that includes direct customer interaction and multi-line phone operation. Proficiency in general computer usage and basic knowledge of Microsoft software (Word, Excel, Project, etc.) is necessary.

*Duncan Aviation is an Equal Opportunity and Affirmative Action Employer. EOE Minorities/Females/Protected Veterans/Disabled*

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