JOB DESCRIPTION SUMMARY
This Job Description establishes and defines the authority, accountability, reporting relationships, responsibilities, and duties of the Customer Service Representative I (CSR-I) within the Flight Training Department at Central Flying Service. This position is part-time and primarily covers weekends and when needed during the week.
The Customer Service Representative – I reports to the Manager of Flight Training.
Required: High School Diploma or GED
Required: Valid Drivers License
Experience Required: 1 year experience in a direct customer service occupation.
1 year sales transaction processing to include cash, credit card, and invoicing. Experience in a Flight Training office. Holder of a pilot’s license. Attended or have knowledge of a college aviation degreed program.
Skill, Knowledge and Abilities
Ability to perform basic math calculations.
Ability to understand and follow instructions
Excellent communications skills
Ability to handle multiple tasks.
Knowledge of Windows based computer systems.
The employee must have full use of all five senses. They must be able to move about through the building assisting customers. The employee will spend most of their time behind a counter. They must be able to sit stand and move about from station to station.
Must be able to handle prioritize, manage, and deal with multiple tasks. Must be able to understand and communicate instructions verbally.
The employee will work inside a climate controlled smoke free environment most of the time. Occasional short periods may be required outside in the area of operating aircraft and equipment exposing the employee to the hazards associated with this environment.
Handle all weekend and/or day to day operations within the Flight Training Dept.
AUTHORITIES AND RESPONSIBILITIES
There are no specified authorities associated with this position. The employee is responsible for ensuring that the flow of information from the customer/student throughout the company and assure the customer/student is handled in a professional efficient way.
DUTIES AND TASKS
Pursue open communications with customers to ensure all their service requirements were met in a prompt, efficient, and friendly manner.
Accept and process counter sales of fuel, flight training and supplies.
Communicate and work with maintenance shops for routine and non-routine service to flight training aircraft.
Insure that customers/students visit is pleasant by helping with such things as scheduling aircraft, instructors, administering test.
Operate a multi line telephone, accurately and efficiently transferring information.
Receive, dispatch and process aircraft service request.
Obtain basic knowledge of aircraft fuel and service requirements.
Pursue a friendly and professional relationship with customers.
Seeking guidance and direction as necessary for performance of duties.
Demonstrating good judgment in investigating problems.
Respecting the confidentiality of company, customer, and personnel information.
Maintaining cooperative working relationships with supervisors and other staff members.
Demonstrating ability to tactfully handle difficult situations.
Consistently showing ability to recognize and deal with priorities.
Performing all duties
Recognizing, and performing duties, which need to be performed in an independent manner with little supervision.
Always providing proper notification and advance notice of absence.
Reporting to work on time each day, after lunch breaks, not leaving early.
Maintaining the work area in a neat and orderly manner.
Assuming responsibility for staying aware of changes in company policies and procedures.
Maintaining a well-groomed, professional appearance appropriate for the position and situation.
Perform other duties and tasks as may be assigned from time to time by the Supervisor.
Weekend work required
Must be 18 years of age High School Diploma or GED Valid Drivers License 1 year experience in a direct customer service occupation.
Preferred Experience: 1 year sales transaction processing to include cash, credit card, and invoicing. Experience in a Flight Training office. Holder of a pilot’s license. Attended or have knowledge of a college aviation degreed program.