PHX - Customer Service Representative, 3rd Shift (16992)

Position Summary:

Cutter Aviation is currently searching for energetic and knowledgeable customer service professional. The Customer Service Representative (CSR) will function as the primary face of Cutter Aviation and must be an exceptional relationship builder with the drive to provide world-class customer service. The CSR is effectively the Companys "store-front" at the facility. He/she is the internal representative of our company to our A/C owners, operators, business partners, and to the business aviation community.

Key Duties and Responsibilities:

Actively uses the following to meet customer needs:

*Reservation process

*Catering

*Radio communication

*Phonetic alphabet

*Military time

*Computer skills

Confer with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints.

Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills

Check to ensure that appropriate changes were made to resolve customers' problems

Contact customers to respond to inquiries

Refer unresolved customer grievances to designated departments

Determine charges for services requested, collect payments, or arrange for billing

Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers

Obtain and examine all relevant information to assess validity of complaints and to determine possible causes

Solicit sale of new or additional services or products

Check and verify correct orders i.e. fuel and catering, are placed & dispatched to Line Service Technicians

Use of proper FAA and TSA rules and regulations are followed

Perform airfield management activities, which may include escorting passengers and or crew members airfield via different traveling modes i.e. walking or driving of company vehicle

Driving of passengers and or crew members on and off airfield to designation i.e. hotel, main airport, aircraft etc.

Monitor the arrival, parking, refueling, loading, and departure of all aircraft

Maintain air-to-ground and point-to-point radio contact with aircraft

Direct activities related to dispatching, routing, and tracking transportation vehicles such as aircraft.

Education Requirement:

Must have High School Diploma or GED

Experience Requirement:

At least 1-3 Customer Service experience, preferably in General Aviation, working at an FBO.

Knowledge of all types of General Aviation aircraft and their service requirements, preferred

Excellent Organizational, Customer Service, Training, and Communication Skills

Outstanding team building ability

Professional in appearance and mannerisms

Ability to handle conflict

Able to develop a friendly rapport

A sincere desire to assist customers

Other Requirements:

Ability to pass a drug screening test

Able to pass a background check

Clean driving record

Ideal candidate will have the following work styles:

Being pleasant with others on the job and displaying a good-natured, cooperative attitude

Being reliable, responsible, and dependable, and fulfilling obligations.

Attention to Detail

Maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior even in very difficult situations

Accepting criticism and dealing calmly and effectively with high stress situations being open to change (positive or negative) and to considerable variety in the workplace

A willingness to take on responsibilities and challenges

Being sensitive to others' needs and feelings and being understanding and helpful on the job

Developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done

Persistence in the face of obstacles