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Aviation Customer Support Specialist
2 months ago
Customer Support
FLSA Status:
Hourly Nonexempt
Location:
Atlanta, GA
Position Level:
Entry Level
Reports To:
Customer Support Manager
Schedule:
Full-time & Part-time
(All Shifts)
The Aviation Customer Support Specialist (ACSS) exemplifies the friendly and hospitable traits of Exceptional Southern Service, ensuring that clients receive an outstanding service experience with every interaction. As the initial point of contact for clients of Hill Aircraft, the ACSS is empowered to foster positive, engaging, and unforgettable experiences with each individual they encounter. The Aviation Customer Support Specialist possesses a keen interest in the aviation sector and a strong dedication to customer satisfaction.
Position Summary:
The Aviation Customer Support Specialist (ACSS) plays a vital role within the Customer Support team, executing numerous essential tasks related to delivering an extraordinary service experience and overall care for clients within the Fixed Base Operation (FBO). The ACSS is directly involved in liaising with corporate flight departments, flight crews, aircraft owners, high-profile clients, vendors, and team members to ensure that requests critical to successful operations are managed effectively. The ACSS is an exceptional relationship builder and highly sociable, driven to provide world-class customer service in the aviation industry. The ACSS represents Hill Aircraft in a positive and professional manner, while upholding the values of a family-owned legacy aviation business.
Direct Reports:
- None.
- Represent the organization in a professional manner and prioritize the customer at all times.
- Foster a positive and collaborative working environment with the team to deliver the highest levels of customer service.
- Create memorable service experiences for clients during each visit.
- Ensure all Customer Support operations are conducted daily in alignment with the values and standards of Hill Aircraft that contribute to safety, company policies, and procedures while adhering to industry safety standards.
- Perform all general functions of the Aviation Customer Support Specialist role, including greeting clients, managing reservations, and handling phone communications.
- Execute Concierge Service duties with clients on the ramp, including greeting planeside and managing vehicle valet services.
- Coordinate and fulfill service requests, including hotel accommodations, rental vehicles, ground transportation reservations, in-flight catering orders, and recommendations for local restaurants or attractions.
- Relay ground service requests to team members, such as aircraft fueling, arrival or departure information, parking, and other required ground services.
- Process service and point of sale transactions, including billing and payments.
- Maintain accurate and efficient internal records related to service transactions.
- Effectively manage radio communications with pilots and ground service teams.
- Promote a culture of unity and cooperation within the team.
- Draft email responses to clients or send confirmation letters for reservation requests.
- Perform detail-oriented responsibilities, assigned projects, and complete paperwork or reports both collaboratively and independently.
- Assist in achieving sales goals and monthly promotional offers using internal, seasonal, and industry programs.
- Collaborate with agents and local approved vendors when addressing client requests.
- Communicate clearly and effectively with clients, pilots, and team members across various departments in person, via radio, in writing, email, and over the phone.
- Ensure that all additional shift duties and assigned tasks are completed thoroughly and that any accompanying checklists are filled out before the end of the shift.
- Provide the Customer Support Manager with suggestions and recommendations that enhance the overall operations, service, and efficiency of the Customer Support Department.
- Minimum of (1) year of FBO or related experience within the general aviation industry.
- Minimum of (2) years in customer service, hospitality, or concierge-related fields, particularly in aviation.
- High school diploma or GED certificate.
- Successful completion of industry-specific customer service and safety training within 60 days of hire.
- Special consideration for prior experience with FBO software.
- Basic understanding of aviation terminology, general aviation aircraft (piston and turbine), airport communications, and phonetic alphabet.
- Genuine desire to serve others.
- Naturally outgoing with a passion for delivering an exceptional customer service experience.
- Excellent communication skills (written, typing, phone etiquette, two-way radio, and oral) in English.
- Strong interpersonal skills and ability to work effectively in a team.
- Demonstrated organizational and time management abilities.
- Ability to multitask when necessary.
- Courteous, tactful, and attentive to customer needs.
- Ability to perform manual tasks, follow directions (written and oral), and multitask in a detailed and efficient manner.
- Ability to comprehend and perform basic math calculations with minimal errors using standard units of measurement.
- Basic knowledge and comfort level with computer usage.
- Intermediate proficiency with Microsoft Office programs (Word, Excel, Outlook).
- Good problem-solving skills for operational decisions and adaptability to various working environments or conditions.
- Ability to prepare and complete reports related to the department.
- Must possess a valid driver's license (21 and older) without restrictions and have an acceptable driving record that meets company insurability requirements.
- This is an hourly, nonexempt position. This position requires working flexible hours, including mornings, evenings, weekends, and on scheduled company holidays to meet the needs of clients and department operations.
- Must be able to pass a background check and drug screening. Hill Aircraft maintains a Zero Tolerance Drug-Free policy, including pre-employment and random drug screening.
- Operation of motor vehicles.
- Ability to handle moderate physical activity outside during ramp operations.
- Ability to lift and/or move up to 30 pounds, such as boxes, bags, stock supplies, or carpets.
- Ability to travel for the position if needed (infrequently).
- General office and FBO building conditions.
- Regularly sitting, standing, and walking around inside and outside.
- Outside on active ramp areas around aircraft, fuel trucks, vehicles, and other ground handling equipment (when performing duties as Concierge).
- Driving vehicles on active ramp.
