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Aviation Customer Support Specialist

2 months ago

Punta Gorda, Florida, United States Charlotte County Airport Authority Full time

Charlotte County Airport Authority (CCAA) is currently seeking qualified candidates for the full-time, non-exempt role of Aviation Customer Support Specialist. This position is based at Punta Gorda Airport (PGD).


POSITION OVERVIEW:
Under the supervision of the FBO Manager and FBO Administrator, the incumbent will manage all customer service responsibilities at the front desk. This includes welcoming and assisting flight crews and passengers with fuel requests, vehicle rentals, accommodations, catering, and other essential ground support services.


KEY RESPONSIBILITIES:

  1. Welcome customers, flight crews, passengers, and tenants with a friendly demeanor; address inquiries and specific needs.
  2. Monitor the arrival and departure of aircraft to ensure timely service delivery.
  3. Coordinate and dispatch fuel and service requests efficiently.
  4. Communicate effectively with customers (flight crew, aircraft owners, and passengers) to fulfill service requests.
  5. Process sales transactions for fuel and ancillary aircraft services, including ramp parking and catering, along with gift shop sales.
  6. Answer incoming calls professionally and courteously.
  7. Prepare and maintain a variety of amenities (coffee, tea, snacks, etc.) for customer enjoyment.
  8. Conduct regular inspections of the lobby, lounge, and restroom areas to ensure cleanliness and availability of amenities.
  9. Utilize proper aviation terminology to communicate with aircraft via aviation band radio regarding arrival times and service requirements.
  10. Receive and fulfill customer requests for hotel and rental car reservations, catering orders, and transportation services.
  11. Perform shift closeouts and ensure accurate reconciliation processes are followed.
  12. Assist line service personnel by wing walking, delivering catering to aircraft, and helping with passenger luggage and rental cars.
  13. Escort private and company personnel unfamiliar with the airport grounds as needed to ensure safety and compliance.
  14. Stay informed about General Aviation aircraft manufacturer's models.
  15. Exhibit a positive and professional demeanor while adhering to grooming standards and maintaining high levels of safety, security, and customer service.
  16. Support the FBO Administrator by utilizing FBO software and MS Office Suite applications.
  17. Maintain electronic records of FBO operations in compliance with certification regulations.
  18. Perform additional duties as assigned.

MINIMUM QUALIFICATIONS:
High school diploma or GED; a minimum of 1 year of experience directly related to the specified duties and responsibilities. Experience in aviation or customer service is preferred.


SKILLS AND ABILITIES:

  • Exceptional customer service skills.
  • Strong verbal and written communication abilities.
  • Self-motivated with a commitment to follow up with customers.
  • Excellent organizational skills and attention to detail.
  • Ability to manage multiple tasks effectively.
  • Knowledge of commercial/general aviation operations and procedures.
  • Proficient in the use of aviation and ground-based radio systems or similar equipment.
  • Skilled in the operation of MS Office Suite programs and database applications.

WORKING CONDITIONS:

  • Availability to work rotating shifts, including nights, weekends, and holidays.
  • Ability to sit, stand, or walk for extended periods.
  • Good visual acuity for working indoors under artificial lighting and in bright sunlight.

FULL-TIME POSITION: 40 hours/week


STARTING PAY RANGE: $17.40


We are an Equal Opportunity Employer and maintain a Drug/Smoke-Free workplace. Background checks, drug, and fitness screenings are conducted prior to employment.