Position Summary

The Client Services Representatives (CSRs) are a central part of the Front Office Team. As the first and last impression of Clay Lacy Aviation, this high-profile department carries a special responsibility. The CSRs demeanor should reflect the quality of Clay Lacy Aviation to our guests with a positive attitude. The ideal candidate will also have a warm welcoming smile, an outgoing personality and a can-do approach to any task!

All applicants must submit to pre-employment drug screen and background check

Responsibilities

• All responsibilities of Client Services Representative I
• Serves as concierge to passengers and pilots to ensure clients have a smooth reservation, arrival, and departure experience.
• Establish long-term, trusted relationships by delivering the highest level of personalized service.
• Regularly interact with customers and tenants to promote the FBO and ensure a high level of customer satisfaction
• Contribute to the training and development of CSR I and other FBO employees
• Resolve customer complaints and escalate to supervisor as needed
• Daily involvement in interdepartmental huddle calls
• Activity work between Client Services team, Concierge, and Line Service to promote highest client Experience
• Valet/ Greeter vehicle and inventory management
• Actively involved in the continuous safety requirements as per LAWA and CLA policies
• Produce daily reports as needed by Management
• Perform nightly specific duties as required by closing check list
• TAS/Avpos- Billing of all clients and assist with any billing disputes
• Track and update all notes pertaining to Airport restrictions and addendums
• Perform duties for Accounting- Corridor
• Other responsibilities as requested or assigned.

Education

• College degree in Hospitality or equivalent

Experience

• Three to five-plus years of aviation client relations experience preferred; luxury hotel or other luxury hospitality industry background will be considered of coming from outside the network.

Skills and Abilities

• Must have a valid C Class Drivers license with a clean driving record.
• This position requires an applicant with a flexible schedule and the ability to work all shifts, weekends, and holidays.
• Excellent communication skills with fluency in reading, writing, and spoken English
• Excellent personal presentation and interpersonal skills.
• Speaking -- Talking to others to convey information effectively.
• Coordination -- Adjusting actions in relation to others' actions.
• Time Management -- Managing one's own time and the time of others.
• Critical Thinking -- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Active Listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Service Orientation -- Actively looking for ways to help people.
• Social Perceptiveness -- Being aware of others' reactions and understanding why they react as they do.
• Highly computer literate and proficient in Microsoft Suite
• Strong organizational skills
• Highly detail-oriented
• Comfortable working independently
• Thrives in a fast-paced environment
• Adept problem solver
• Deadline driven