CUSTOMER SERVICE REPRESENTATIVE - FT

Cutter Aviation; Phoenix (AZ); On-site; USD 36,000 - 55,000; Full time

Job summary

Cutter Aviation is seeking energetic customer service professionals to serve as the primary face of the company. The CSR represents Cutter Aviation to aircraft owners, operators, and partners at the facility, delivering world-class service and building strong relationships.

The role emphasizes handling inquiries, reservations, billing, and ensuring compliance with aviation regulations while maintaining an excellent customer experience.

Qualifications

• 1-3 years of customer service experience.
• Must have computer skills; ability to use radio communication, phonetic alphabet and military time.
• Strong interpersonal and communication skills.
• Excellent organizational and customer service skills with a sincere desire to assist customers.
• Professional appearance and mannerisms.
• Must be able to multitask.

Responsibilities

• Actively engages with customers to provide information about products and services.
• Manage reservations and keep records of inquiries and transactions.
• Determine charges for services and arrange for billing when needed.
• Acknowledge dissatisfaction and resolve complaints.
• Refer unresolved issues to appropriate departments.
• Process forms, update records, and issue service changes using computers.
• Verify correct orders (fuel, catering) are placed and dispatched to technicians.
• Coordinate with FAA/TSA requirements and escort passengers/crew when required.
• Monitor aircraft arrival, parking, fueling, loading, and departure.

Skills

Customer service

Interpersonal communication

Multitasking

Organizational skills

Professional appearance

Tools

Computer skills

Job description

Description

Summary

Cutter Aviation is currently searching for energetic and knowledgeable customer service professionals. 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 Company’s store-front at the facility. He/she is the internal representative of our company, to our aircraft owners, operators, business partners, and to the business aviation community.

Key Duties

Actively uses the following to meet customer needs:

• Catering to customers; confer with customers by telephone or in person in order to provide information about products and services.
• Reservation process; keep records of customer interactions and transactions. Record details of inquiries.
• Determine charges for services requested, collect payments, or arrange for billing.
• Acknowledge customer dissatisfaction and resolve complaints.
• Refer unresolved customer grievances to designated departments.
• Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers.
• Check and verify correct orders i.e. fuel and catering, are placed & dispatched to Line Service Technicians. Solicit sale of new or additional services or products.
• Ensure proper FAA and TSA rules and regulations are followed. Perform airfield management activities, which may include escorting passengers and or crew member’s 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.
• Other duties and responsibilities as assigned.

Requirements

Requirements and Skills

• 1-3 years of Customer Service Experience.
• Must have computer skills. Ability to use radio communication, phonetic alphabet and military time.
• Strong interpersonal and communication skills.
• Excellent Organizational and Customer Service skills with a sincere desire to assist customers.
• Have professional appearance and mannerisms.
• Must be able to multitask.

What to Expect:

• Applicants selected for employment will be required to pass a pre-employment drug screening, MVD and background check.