01/29/2021
Midwest Corporate Aviation is seeking an outgoing and energetic customer service agent to join our staff. We have a FULL-TIME position available must be willing to work evenings, weekends & some holidays.
Valid driver's license, pre-employment drug screening, and background check required
..please send your resume to [email protected]
Position: Customer Service Agent
General Description:
The CS Agent is an ambassador of MCA who provides and promotes exceptional FBO customer service that meets or exceeds customer expectations.
Qualifications:
1. 1-3 years in customer service industry, preferably with high traffic / volume experience
2. Able to use MS Windows, MS Word & Excel AS400
3. Attention to detail oriented with the ability to multi-task
5. Experience with multi-line phones and external / internal calls
6. Cash and retail transaction handling experience
7. Ability to build friendly and professional rapport with customers
8. Knowledge of aviation and aircraft preferred.
Primary Duties and Responsibilities:
1. Effectively, efficiently, promptly and courteously assist customers. Stand up when a customer is present, smile, make eye contact and greet customers by name if known.
2. Effectively, efficiently, promptly and courteously assist customers who call on the phone or UNICOM.
3. Effectively communicate between shifts/days what is occurring with varying aircraft so that they are billed correctly and there is no confusion when the customer is ready to check out.
4. Finalize bills for customers upon departure, accurately posting invoices to their accounts or finishing the transaction with cash or credit cards.
5. Accurately input services into the computer for a customer’s bill.
6. Accurately transfer fuel meter readings.
7. Accurately utilize the credit card machines, both automatic and manual.
8. Understand basic aircraft terminology to relay messages correctly to the Line Service and communicate with the pilots on a knowledgeable level.
9. Clearly and accurately communicate with Line Service regarding customer requests.
10. Clearly and accurately notify Line Service of inbound aircraft.
11. Maintain complete and accurate service order board (computer).
12. Maintain situational awareness of ramp activities to help fulfill customer needs and assist with Line Service priorities.
13. Interact on a professional basis with pilots over UNICOM.
14. Implement Emergency Procedures in an accurate and timely fashion.
15. Answer and manage the multi-line phone system and night phone in a timely and friendly manor.
16. Accurately receive and communicate reservations for rental cars, hotels, and catering. Contact rental agencies, hotels or restaurants to make appropriate arrangements. Call customer back with confirmation.
17. Overseeing the sale, distribution, inventory and rotation of approach charts and pilot supplies.
18. Coordinate daily with the CS Manager regarding issues or problems.
19. Routinely keep CS area and customer lounges clean, restrooms clean and stocked, coffee fresh and hot.
20. Back up and support the Aviator’s Landing Gift shop with customer assistance, cleaning/organizing and ringing up any purchases as needed.
21. Successfully complete the customer service training program.
22. Train new CS Agents to accurately perform all customer service duties.
23. Maintain CS uniform and grooming standards.
24. Personal conduct is maintained in accordance with MCA’s Employee Handbook.
