Job Title: Client Services Representative I or II
Department: Client Services
Location: Santa Ana, CA
Reports to: Client Services Manager
Salary Range: $19.00/hour - $29.00/hourly
Status: Full-time
Shift: PM
Monday - 1:30 PM - 10 PM
Tuesday - 12:00 PM - 8:30 PM
Wednesday - OFF
Thursday - OFF
Friday - 1:30 PM - 10 PM
Saturday - 1:30 PM - 10 PM
Sunday - 1:30 PM - 10 PM
FLSA Status: Non-exempt
*This salary range covers multiple position levels.
About Clay Lacy Aviation
Founded by legendary aviator and industry pioneer, Clay Lacy Aviation has been providing private jet services around the globe since 1968. Today, Clay Lacy Aviation is considered the world’s most experienced operator of private jets. Prominent individuals and leading corporations trust Clay Lacy for aircraft management, charter, sales, acquisitions, maintenance, avionics, interiors and FBO services. The company has aircraft operations and regional offices across the U.S., including fixed-base operations and part 145 repair stations at Van Nuys Airport and John Wayne Airport in Southern California and Waterbury-Oxford Airport in Connecticut. Taking pride in the pursuit of perfection is at the center of everything that we do. Our most valuable asset is our experienced team.
At Clay Lacy Aviation, we are always looking for legendary individuals to come join us in the world of private aviation. If you are goal-oriented, dedicated, proactive, and enjoy a customer-centric culture, we would be delighted to get to know you better.
Our Ideal Candidate:
- Is passionate for helping people.
- Is eager and quick to learn new material.
- Enjoys collaboration and communicating with others.
- Has a strong work ethic who values honesty, integrity, humility, respect, and accountability.
- Has the passion and intrinsic motivation to learn, change, and grow.,
- Is disciplined, dedicated, and determined to produce desirable results.
- Manages their time responsibly.
- Embodies a high level of integrity and professionalism, with a commitment to maintaining confidentiality and handling sensitive information appropriately.
- Possesses a strong attention to detail.
- Thrives in a fast-paced environment.
- Service Oriented.
- Ability to work in a multifaceted environment.
- Possesses strong organizational skills.
- Is an adept problem solver.
- Is deadline driven.
- Is proficient in time and resource management.
- Has strong coordination skills.
- Has strong critical thinking skills.
- Has active listening skills.
Position Summary
The Client Service Representative (CSR) is a customer service position responsible for providing excellent customer service and addressing the needs of customers, employees, and guests, and greeting our customers. The CSR plays a significant role in customer service as they are the first and last person our clients and customers see upon arrival and departure.
The CSR lead is a customer service position that is responsible for providing excellent customer service upon every interaction with both internal and external clients. They are also responsible for overseeing and training the CSR team. The CSR lead must embody the Clay Lacy Aviation vision, mission, and values to help foster a positive team environment that raises the level of safety, service and value for our guests and employees. The CSR lead will have a positive demeanor and provide legendary excellence in customer service to our customers.
Job Responsibilities
Client Services Representative I
- Greet passengers, customers, pilots, and cabin servers upon their arrival.
- Coordinate every detail of a customer’s arrival and departure including catering, ground transportation, hotel, restaurant, and golf reservations.
- Interact regularly with both internal and external customers and tenants to promote the FBO and ensure a high level of customer satisfaction.
- Create new opportunities by developing relationships with customers, employees, and tenants.
- Arrange for fuel orders and other ground services for the aircraft.
- Answer customer emails and phone calls in a timely manner.
- Ensure clients have a smooth reservation, arrival, and departure experience.
- Drive crew and passengers as needed.
- Organize, maintain, and replenish the lobby, pilot lounge, and restrooms as needed.
- Assist with escorting crew and passengers to and from security gate as needed.
- Manage communication requests between UNICOM and line service.
- Ability to act as a liaison on behalf of the client with Client Services Concierge and Line Service Technicians and other departments to provide the highest level of service.
- Resolve customer complaints and escalate to supervisor as needed.
- Participate in daily interdepartmental meeting.
- Provide feedback to leadership on ways to continuously improve service to our customers.
- Other duties and tasks as assigned.
Client Services Representative II
Level I responsibilities in addition to:
- Complete billing tasks on the aviation billing software.
- FBO 360/HUB - Billing of all clients and assist with any billing disputes.
- Other duties and tasks as assigned.
