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PHX - Customer Service Representative, 2nd Shift (16138)
at Cutter Aviation
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 Company’s "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:
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.
Must have High School Diploma or GED
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
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