Representative, Customer Service

Customer Service Representative

The Company

Modern Aviation (the "Company") is a private equity backed; platform company launched in 2018 that is focused on the fixed-based operator ("FBO") sector. The Company has been rapidly growing through the acquisition of FBO locations and has significant additional committed capital from its sponsors to continue to grow the business through future acquisitions. Modern Aviation's strategy is to acquire attractive locations and increase EBITDA at these locations through investment and operational and commercial improvements.

Company Benefits

Employee Medical Insurance, Basic Life Insurance, Short-Term Disability, Long-Term Disability, Vacation and Sick Time, Paid Holidays, HSA Account Funding, 401k Match

Other Available Benefits

Buy-up Medical Insurance, Dental, Vision, Optional Life Insurance, Flexible Spending Accounts, Health Savings Account, 401k

Primary Purpose of the Position

Modern Aviation is a Fixed Base Operator (FBO) that services private jets. As a Customer Service Representative, the candidate must represent the Modern Aviation brand by providing Seven Star Service to each person who enters the facility. This individual must take pride in offering the best in service, providing all services with the highest of standards, and always with a smile. The Customer Service Representative manages all customer requests without showing signs of stress or frustration, even under the most demanding of situations.

Essential Functions

• Deliver proactive, personalized service to Private and Corporate Aviation clientele.
• Arrange services including hotel, catering, and ground transportation.
• Coordinate aircraft services, such as fuel and hangar storage.
• Input trip data into scheduling software as well as updating customer information in database, as necessary.
• Effectively communicate via air-to-ground radio and ground-to-ground radio, in addition to other forms of communication.
• Educate customers on available services, promotions, and programs.
• Process customer invoices.
• Answer customer questions and resolve issues, as necessary.
• Assists passengers and flight crews with our professional Seven Star Service: always offering additional services and exceeding customer expectations.
• Build and establish customer relationships with local service providers such as hotels, rental car companies, restaurants, etc.
• Maintain lobby appearance and keep snack and beverages stocked.
• Flight tracking via online databases to ensure timely services.
• Perform other duties that may be assigned, as necessary.

Minimum Qualifications

• Must be 18 years of age.
• Strong verbal and written communication skills.
• Intermediate knowledge of all Microsoft Office products.
• Ability to make fast decisions by using judgment consistent with company policies, standard operating procedures, and safety regulations.
• Negotiation and sales skills.
• Reliable multitasking skills.
• Valid driver's license.

Preferred Qualifications:

• Previous customer service experience preferred.
• Basic knowledge of various aircraft types and servicing a plus.

Reports to: Customer Service Manager

Supervisory Responsibility: This job has no supervisory responsibilities.

FLSA Status: This position is nonexempt.

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers. This position requires various tasks performed in all types of weather conditions.

Travel: This position requires no travel.

Physical Requirements: Physically able to perform frequent walking, sitting, stooping, stretching, bending, reaching, and grasping actions. While performing the duties of this job, the employee may be exposed to moving mechanical parts. The employee may be exposed to wet and/or humid conditions including extreme heat and cold. The noise level in the work environment is occasionally loud. May be required to work nights, weekends, and holidays.

EEO Statement: The Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics or any other status protected under applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties: Please note this job description is not designed to cover all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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