New Posting - Boundary Bay/Alpha Aviation

Boundary Bay/Alpha Aviation is currently recuriting one full-time and one part-time FBO Customer Service Representative

As a customer service representative for the FBO you will report directly to the FBO Coordinator. You are required to meet and are encouraged to exceed the highest standards of customer service in providing our guests with a safe and professional travel experience.  In this rewarding role you will be responsible for ensuring that the actions you take reflect the expectations of your role with reference to the Mission, Vision and Values that guide our efforts as a team.

Objectives

• Ensure that safety standards are met or exceeded in your work area; hazards must be reported to your supervisor or manager immediately.
• Maintain the highest standard of customer service and professionalism as outlined by your Manager, in every action you take while on duty.
• Maintain a clean and welcoming work environment and remain available to receive guests at all times.
• Provide service, handle / direct enquiries and inform guests of the latest updates and information regarding the services and benefits we offer at every possible opportunity, always aim to up-sell.
• Communicate with the staff around you; offer assistance and support in any way you can to ensure the highest level of service while on duty, priority is your current role.
• Appear well groomed - clean and in proper attire, ready to begin your shift promptly at your scheduled start time.  If your arrival to work is delayed for any reason, a telephone call must be made in advance to your manager and the person on duty if different from your supervisor.

Duties

• Answer the FBO phone line and direct inbound calls. 
• Answer the phone and collect required information to provide the highest level of service. 
• Answer inquiries and offer our services.
• Greet customers inside the terminal. Be proactive; ask people how you may assist them.
• Greet flight crews and passengers upon arrival with a professional and courteous attitude. Lie out a Boundary Bay Air Services mat and offer to help with luggage and garbage. Offer any services we are able to provide.  Assist in any travel arrangements needed.  Act as a concierge to our guest. Be proactive.
• Ensure a prompt, professional, genuine and courteous response (within your level of authority) to a guest issue or concern at the time it is received.
• Data entry and other office work may be required of you.
• Collect any guest personal data, such as spouse and children names, birthdays, they have a dog... and enter it into the system.
• The ramp CSR will be responsible for dispatching the fuel trucks as requested in a timely manner and maintain a fuel request / delivery log.
• Maintain a professional level of communication with your colleagues at all times.
• In order to maintain the highest level of customer service, no use of personal cell phones or internet during your shift hours will be permitted, please use your break time to do so.
• Utilize spare time for the improvement of your surroundings or for the benefit of our guests.  Make sure the work environment is clean, organized and well kept at all times.
• Make sure the pilot lounge, bathroom and FBO bathroom are clean and well stocked at all times.
• Request work from colleagues to keep you busy at the desk.
• Attend customer service excellence training and read it periodically as a refresher.

Part-time position and full time position (depending on availability),

Part-time would be approximately 20 hours per week, maybe more.

Nights and weekends: nights can start as early as 3PM and end at 8PM; we can be flexible on start time. Weekends might be 10-hour days, between the hours of 7AM – 8PM.

For further information, or to apply, please email: natdrolet@yahoo.ca