CUSTOMER SERVICE REPRESENTATIVE - PT

Cutter Aviation, Inc.; Albuquerque (NM); On-site; USD 34,000 - 42,000; Full time

Job summary

Cutter Aviation, Inc. is seeking a Customer Service Representative to serve as the company’s storefront and primary face to aircraft owners, operators, and partners.

The CSR will build strong relationships and deliver world-class service with attention to detail and professionalism. The role requires 1-3 years of customer service experience, solid computer skills, and the ability to multitask while adhering to FAA and TSA rules.

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.
• Have professional appearance and mannerisms.
• Must be able to multitask.

Responsibilities

• Act as the primary face of Cutter Aviation and build relationships with aircraft owners, operators, and partners.
• Confer with customers by phone or in person to provide information about products and services.
• Record inquiries and manage the reservation process, including billing details.
• Verify orders (fuel, catering) and coordinate dispatch to Line Service Technicians.
• Ensure FAA and TSA rules and regulations are followed and assist with airfield management tasks.
• Escort passengers/crew and guide ground transportation to hotels or airports and monitor aircraft movements.

Skills

Customer service experience

Interpersonal skills

Communication skills

Computer skills

Multitasking

Professional appearance

Job description

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 storefront 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 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.