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Customer Service Representatives (CSRs) are responsible for a variety of duties that contribute towards the overall success of the fixed base operation and aircraft maintenance with a focus on consistently providing excellent customer service. A CSR represents Heritage Aviation by interacting professionally, courteously, and friendly with visitors, customers, and colleagues. CSRs work in a fast-paced environment and handle high call volumes, while ensuring customers feel valued and heard. Role and Responsibilities

Deliver a proactive, personalized, professional experience to our

customers with a smile.

Arrange services including hotel, catering, and ground

transportation.

Provide requested services for laundry, dish washing, coffee carafe

refills for aircraft, ice, and papers.

Work closely with line service personnel and pilots to coordinate

aircraft services, such as fuel and hangar storage.

Effectively communicate via air-to-ground radio and ground-to-ground

radio, phone, and email.

Educate customers on available services, promotions, and programs.

Answer customer questions and resolve issues as necessary.

Process customer purchases and fuel transactions in accordance with

procedures.

Ensure that all documentation, receipts, transactions, accounting

records, etc. are accurately completed, processed, and forwarded to the appropriate parties.

Maintain working knowledge of facilities, services, website,

surrounding areas, and other information commonly required by customers.

Maintain the appearance of the interior airport facility and

replenish complementary beverages/supplies, as outlined in the facility appearance standard.

Assist pilots with airport, landing, and current weather

information.

Initiate emergency response procedures for aircraft in urgent or

distress situations.

Recommend improvements in standards, administrative procedures,

facilities, methods, and practices to the appropriate management personnel.

Enforce good housekeeping practices through daily inspections of

assigned areas for cleanliness, neatness, and compliance with regulations and policies to include disinfection of all common areas.

Respond to vendor, customer, and employee questions/concerns in an

efficient and effective manner.

Work closely with Maintenance on incoming aircraft for service.

Other duties as assigned.

Heritage Aviation

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