Concierge Representative-2

City of Arlington; Arlington (TX); On-site; USD 41,000 - 53,000; Full time

Job summary

City of Arlington is seeking a customer service representative for the FBO, delivering concierge-level support to pilots and passengers.

You will quote prices, process sales, answer inquiries, and coordinate ramp operations, car rentals, and ground handling while maintaining records and ensuring a welcoming environment.

Qualifications

• High school diploma or GED plus one year of customer relations experience.
• Familiarity with FBO operations and aviation terminology is a plus.
• Ability to communicate clearly and handle transactions accurately.

Responsibilities

• Provide concierge-style customer service to pilots, passengers and tenants.
• Quote fuel and FBO service prices; process sales and paperwork.
• Respond to inquiries, resolve concerns and organize complaints.
• Operate FBO radios (UNICOM) and coordinate ramp services and ground handling.
• Arrange rental cars and parking; maintain cleanliness of lobby areas and info stations.
• Maintain records of scheduled arrivals and assist with special events.

Skills

Customer service

Communication

Cash handling

Microsoft Office

Adobe Acrobat Pro

Organizational skills

Education

High school diploma or GED

Tools

Microsoft Office

Adobe Acrobat Pro

PDF manipulation

Job description

SALARY$20.46 - $25.57JOB SUMMARYUnder general supervision, provide the best possible levels of service to our customers in a welcoming, friendly, and respectful manner- make the customer feel at home. Provide customer service and assistance to pilots, passengers, and other customers of the FBO. This position is the primary responder, assisting FBO customers with inquiries and problems in person and by telephone pertaining to current fuel prices, rates for services offered, and general area information.ESSENTIAL JOB FUNCTIONS :Communicate and initiate discussions, promoting positive public relations with tenants and customers regarding FBO operations; respond to and resolve concerns expressed by tenants.Assist in orientating prospective tenants to the FBO by providing general information regarding facilities, rules, and regulations.Provide concierge-style customer service including but not limited to:Processing sales.Resolve customer questions and/orAcquire, maintain, and organize complaints.Arrange aircraft owners and pilots catering and ground handling requests.Quote fuel and FBO service prices.Provide information and short-term rates for hangar rental and tie down spaces, etc.Prepare and maintain records of all scheduled incoming aircraft and complete all necessary paperwork.Operate a two-way radio with Line Service on the FBO radio as well as talking to pilots using aviation terminology on the UNICOM radio when they are inbounding to the FBO ramp.Arrange rental cars and direct where they are to be parked .Distribute crew cars according to policy, provide ramp access for ground transportation to meet aircraft upon arrival to the ramp.Clean, organize, and monitor snack and drink stations .Ensure pilot and passenger seating is tidy and stocked with current periodicals .OTHER JOB FUNCTIONS :Provide shift coverage and work overtime as needed, especially in times of nonstandard operations such as special events, weather events, Temporary Flight Restrictions (TFR's), airport closures, etc.Communicate with Line Service crew for accurate, optimal service, including but not limited to:Communicating customer arrivalsSchedule changesArranging for specific pilot needs, such as: Coffee, ice, and papersAssist line service crews with wing walking while moving planes in and out of hangars .Monitor the FBO facility, ramps, hangars; provide access and monitor secured areas.MINIMUM QUALIFICATIONS:Knowledge, Skills and Abilities Required:Knowledge of office and administrative practices and procedures.Thorough knowledge of FBO Operations and procedures .Knowledge of aviation terminologyKnowledge of the principles, techniques, and hazards of aircraft operations .Knowledge of emergency response procedures for aircraft incidences and accidents .Knowledge of the safety requirements and procedures within the Aircraft Movement Area. Knowledge of local regulations that govern hangar use and ancillary storage.Skill in communicating with others by oral and written means .Skill in planning, organizing, and monitoring customer service issue.Skill in Adobe Acrobat Pro to manipulate pdf documents .Skill in cash handlingSkill in using PC Software including current Microsoft Office Suite of applications.Skill in communicating professionally and tactfully with other city employees and the public by oral and written means.Skill with organization and attention to detail.Ability to exercise discretion and independent judgment utilizing knowledge of the organization's policies .Ability to work independently under general instructions .Ability to perform a variety of physical skills including but not limited to filing, pulling, seeing, sorting, squatting, standing, stooping, twisting body, typing, walking, and writing.Ability to operate a variety of office equipment including but not limited to PC, telephone, calculator, scanner, and copier.Ability to prioritize deadlines and tasks.Ability to learn new systems and procedures quickly .Ability to plan, organize, monitor, and collaborate with internal and external stakeholders to accomplish unit objectives.Ability to understand mathematical calculations involving fractions, percentages, and decimals .Ability to work within a set schedule.Ability to communicate effectively with all levels of staff, customers, consultants, contractors, and the publicAbility to perform a variety of physical skills including, but not limited to carrying, dragging, pushing, pulling, and lifting (up to 25 lbs.).Ability to operate a variety of office equipment including, but not limited to PC, telephone, fax, and copier .Ability to maintain confidential information.Ability to work as a member of a team and maintain effective working relationships with co-workers, airport tenants, and the public.Qualifying Education and Experience:High school diploma or GED plus one year of experience in customer relations .Any equivalent combination of education and/or experience may be substituted for the abovePreferred Education and Experience:Previous Fixed Based Operator (FBO) experience is preferred.Employment Screenings Required:Criminal background checkPhysical, Human Performance Evaluation (HPE)City of Arlington is an Equal Opportunity Employer.