Customer Service Representative

This job was posted by : For more information, please see: 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.

Created: 2025-11-13