Customer Service Ambassador

2 days ago

Atlanta, Georgia, United States Hill Aircraft & Leasing Corporation Full time
About the Role

The Customer Service Representative is a vital member of the Hill Aircraft team, responsible for delivering exceptional service experiences to our guests. As the first point of contact for many of our customers, you will embody the warm and welcoming qualities of Sensational Southern Service, ensuring that every interaction is positive, personable, and memorable.

Key Responsibilities
  • Represent Hill Aircraft in a professional manner, upholding the values of a family-owned legacy aviation business.
  • Provide world-class customer service, ensuring that every guest feels valued and supported.
  • Communicate effectively with corporate flight departments, flight crews, aircraft owners, high-profile clientele, vendors, and team members to ensure seamless operations.
  • Support a positive and harmonious working environment, contributing to the highest levels of customer service experience.
  • Perform a range of duties, including greeting customers, making reservations, and answering or making phone calls.
  • Arrange and fulfill service requests, including hotel accommodations, rental cars, ground transportation reservations, in-flight catering orders, and area restaurant or attractions recommendations.
  • Process service and point of sale transactions, including billing and payments.
  • File internal records related to service transactions accurately and efficiently.
  • Clearly handle radio communications, both air-to-air with pilots and ground two-way with Line Service.
  • Support a culture of unity and cooperation as a team.
  • Assist in meeting sales goals and monthly promotional offers using internal, seasonal, and industry programs.
  • Work with agents and local approved vendors when handling customer requests.
  • Communicate clearly and effectively with customers, pilots, and team members within the Line Service, Customer Service, and other departments within the company.
  • Oversee that all additional shift duties and assigned tasks are completed thoroughly and that any checklists accompanied are filled out before the end of the shift.
  • Provide the Customer Service Manager with ideas and recommendations that help to improve the overall operations, service, and efficiency of the Customer Service Department.
Requirements
  • Minimum of 1 year FBO or other related experience within the general aviation industry.
  • Minimum of 2 years of in customer service, hospitality, or concierge related fields, especially in aviation.
  • High school diploma or GED certificate.
  • Successful completion of NATA Safety 1st Customer Service, Safety, and Security (CSSS) program within 60 days of new hire.
  • Special consideration with prior experience in Total FBO software.
  • Basic knowledge of aviation terminology, general aviation aircraft (piston and turbine), airport communications, and phonetic alphabet.
  • Desire to serve others.
  • Naturally outgoing with a passion for providing an outstanding customer service experience.
  • Excellent communication abilities (written, typing, phone etiquette, two-way radio, and oral) in English.
  • Strong interpersonal aptitude and ability to work well on a team.
  • Consistently demonstrated organizational and time management skills.
  • Ability to multitask on occasion.
  • Tactful, courteous, and conscience of customer's 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 United States units of money, weight measurement, volume, and distance.
  • Basic knowledge and comfort level when using computers.
  • Intermediate proficiency with Microsoft Office programs (Word, Excel, Outlook).
  • Good problem-solving abilities for operational decisions and adaptability to various working environments or conditions.
  • Ability to prepare and complete reports pertaining to department.
Additional Requirements
  • 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, and weekends, and on scheduled company holidays to accommodate the needs of the customers and department operations.
  • Must be able to pass a background check and drug screen.
  • Hill Aircraft is a Zero Tolerance Drug Free Employer, including pre-employment and random drug screening.
  • Operation of motor vehicles.
  • Ability to handle moderate physical activity outside on 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).
Work Environment and Conditions

The work environment or conditions described below are representative of those encountered while performing the essential functions of this position and may vary on a given day depending on needs.

  • General office and FBO building conditions.
  • Regularly sitting, standing, 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.

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