Customer Service Representative

As a Customer Service Representative, you will work in a team environment as well as with flight crews and passengers.

Hawthorne Global Aviation Services is a world class aviation services company and leader in general aviation services and aircraft management. Providing first class Fixed Based Operator (FBO) services, tailored charter solutions, turnkey aircraft management, and FAA approved aircraft maintenance.

Position Summary

Deliver a proactive, personalized service experience to aviation clientele. Provide safe, efficient, and courteous service to our customers, passengers, owners, and guests, while offering a professional level of service which exceeds expectations. Must be flexible to occasionally cover off hour arrivals/departures, and share weekends with other team members, when required.

Primary Responsibilities

• Provide a full range of concierge service to our clients, including but not limited to, arranging hotel reservations, rental car requests and reservations, verifying catering requirements, fueling, and aircraft servicing requests
• FBO billings, daily fuel reconciliation, cash box management and reconciliation, POS machine management, marketing assistance
• Coordinate aircraft services such as fuel transactions
• Using good communication skills to work closely with line service personnel and pilots
• Educate customers on available services, promotions, and programs
• Process customer invoices
• Answer customer questions and resolve issues as necessary
• Other general FBO clerical duties

General

• Present yourself as a positive service professional to your co-workers and customers at all times
• Interact with others in a professional and respectful manner
• Follow up with other company departments and employees
• Recommend process and communication improvements
• Regular and prompt attendance
• Work with accuracy, clarity, and an eye for detail

Qualifications

• High School diploma/GED; some college preferred
• Basic reading, writing and arithmetic skills required
• Previous experience working in an FBO or customer service field preferred but not required
• Previous experience working in an airport environment preferred
• Possess a valid state drivers license
• Possess excellent telephone and customer service skills with the ability to manage multi-line phone system
• Average computer skills with proficiency in MS Office products, with the ability to learn new software as required
• Professional verbal/written communication skills required
• Must pass all conducted drug/alcohol screens, background and security checks and prove eligibility for employment in the United States
• Excellent listening and problem solving skills
• Ability to work as part of a team or independently
• Ability to effectively communicate and present information
• Ability to act under pressure and be flexible/adaptable to change on a constant basis

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.