at Heritage Aviation in South Burlington, Vermont, United States
Job Description
Customer Service Representatives (CSRs) are responsible for a variety of duties that contribute towards the overall success of the fixed base operation and aircraft maintenance with a focus on consistently providing excellent customer service. A CSR represents Heritage Aviation by interacting professionally, courteously, and friendly with visitors, customers, and colleagues. CSRs work in a fast-paced environment and handle high call volumes, while ensuring customers feel valued and heard. Role and Responsibilities- Deliver a proactive, personalized, professional experience to our customers with a smile.
- Arrange services including hotel, catering, and ground transportation.
- Provide requested services for laundry, dish washing, coffee carafe refills for aircraft, ice, and papers.
- Work closely with line service personnel and pilots to coordinate aircraft services, such as fuel and hangar storage.
- Effectively communicate via air-to-ground radio and ground-to-ground radio, phone, and email.
- Educate customers on available services, promotions, and programs.
- Answer customer questions and resolve issues as necessary.
- Process customer purchases and fuel transactions in accordance with procedures.
- Ensure that all documentation, receipts, transactions, accounting records, etc. are accurately completed, processed, and forwarded to the appropriate parties.
- Maintain working knowledge of facilities, services, website, surrounding areas, and other information commonly required by customers.
- Maintain the appearance of the interior airport facility and replenish complementary beverages/supplies, as outlined in the facility appearance standard.
- Assist pilots with airport, landing, and current weather information.
- Initiate emergency response procedures for aircraft in urgent or distress situations.
- Recommend improvements in standards, administrative procedures, facilities, methods, and practices to the appropriate management personnel.
- Enforce good housekeeping practices through daily inspections of assigned areas for cleanliness, neatness, and compliance with regulations and policies to include disinfection of all common areas.
- Respond to vendor, customer, and employee questions/concerns in an efficient and effective manner.
- Work closely with Maintenance on incoming aircraft for service.
- Other duties as assigned.
