FBO Customer Service Coordinator
: Job Details :

Position: FBO Customer Service CoordinatorDepartment: Airport Employment Status: Permanent - Full Time - Non-Exempt Schedule: Monday - Friday 8:00AM to 4:00PM Compensation: Grade 5; Salary Range starting at $19.59/hour POSITION SUMMARYThe FBO Customer Service Representative is responsible for handling an array of duties while maintaining a high level of professionalism. Employee must have the ability to work in a fast-paced environment. Job duties include providing administrative support, accounting, secretarial, and customer service for the FBO office at the Morgantown Municipal Airport. Employee may generate reports and correspondence to Airport hangar tenants, Airport users, City departments, the general public, and City, County, State, and Federal agencies. Employee responds to public inquiries in person, by phone, and email. He/she may occasionally have contact with vendors, military personnel, and other airports. The successful candidate must be able to maintain confidentiality and diplomacy during the course of the day while performing all duties in compliance with City and Airport policies, rules, and regulations, as well as any applicable State and Federal policies, rules, regulations. ESSENTIAL DUTIES - KNOWLEDGE - SKILLS - ABILITIES

• Provide general secretarial, administrative support, accounting, and customer service for the Airport FBO. Perform general office duties including answering telephone, taking and delivering messages for staff, preparing Notice to Airmen (NOTAMs) when needed, as well as, filing, faxing, copying, and other general duties as required.
• Serve as the primary FBO Office representative for all FBO service transactions.
• Maintain an inventory system and submit supply orders as needed for the FBO (janitorial, office, vending, etc.).
• Provide customer service for FBO to include, but not limited to, reservations for hotel/motel accommodations, car rentals, arranging catering, faxing, and providing directions to and from the airport and address complaints/issues when they arise.
• Develop new streamlined paperwork and tracking processes for the FBO Office. Implement new processes once approved, communicate the changes to operations staff, and ensure adherence to the changes.
• Maintain and reconcile cash drawer for the Airport FBO.
• Calculate new fuel prices based on set margins, update FBO price sheets accordingly, broadcast changes to necessary websites, and inform tenants, customers, and operations staff of price changes. Manage all oil pricing, service pricing, landing fees, hangar rent rates, and transient parking/hangar rates.
• Track all charter flight operations and enplanements by maintaining a log in the FBO office, and by utilizing air traffic tracking systems to generate landing reports. Input all information into a master spreadsheet for tracking purposes.
• Manage the storage and organization of all FBO-related paperwork, including training documentation.
• Receipt payments for all transactions including airport office rent, airline fuel and landing fees, T-hangar rent, corporate hangar rent, etc. Input the payments into the accounting system and create weekly deposits for all check and cash payments.
• Communicate with pilots via Unicom radio. Intake fuel orders as needed and communicate the orders to operations staff. When fueling is complete, FBO services staff will communicate the fuel total via radio communication.
• Manage fuel lineup based on prioritization of departure times. Communicate the order in which aircraft should be fueled to FBO services staff.
• Generate credit card remittance reports and contract fuel reports. Input the necessary information into the accounting system.
• Manage transient hangar availability and reserve hangars for incoming customers.
• Manage fuel inventory and order the fuel when needed.
• Communicate daily with all FBO services staff regarding changes to FBO paperwork processes and price changes, and send reminders for schedule changes, meetings, and trainings.
• Keep track of all airline enplanements and deplanements, scheduled and completed flights, canceled flights, and total landings for each month. Input received information from the airline into a master spreadsheet for tracking purposes.
• Create and submit for approval a call-out schedule for FBO services staff when needed.
• Communicate with charter companies to discuss arrival times, departure times, needed services, and changes to previous arrival notices.
• Track all incoming aircraft, aircraft on ramp, requested services, aircraft needing fueled, etc. Communicate necessary information to operations staff via verbal communication and by crating a fuel ticket.
• Manage rental car drop-offs/returns through multiple rental companies.
• Manage all vending commerce for the airport. Submit vending supply orders for approval when needed, stock vending machines and beverage cooler, manage all inventory tracking, serve as a key holder for the vending machine and cash drop box, keep track of all vending revenue and expenses and provide to management monthly, and create monthly deposits for vending revenue.
• Analyze current policies and procedures and suggest and assist with implementation of new or improved procedures.
• Provide guidance to FBO services staff on all FBO related procedures.
• Maintain cleanliness of waiting area and pilots lounge. Stock pilot and guest necessities as needed. Prepare coffee, water and/or ice for conference room rentals and pilots.
• Manage all inventory of cleaning supplies, office supplies, etc. Provide orders of necessary supplies to Airport Administration.
• Create work orders in the Airport Operations software. Ensure FBO Services & Operations & Maintenance staff is completing open work orders.
• Manage hangar rent spreadsheet. Process automatic hangar rent payments the first week of each month, update the spreadsheet when payments are made, and keep track of who is behind on rent.
• Communicate directly with hangar tenants to relay messages about changes in paperwork and to discuss billing issues.
• Provide credit card authorization forms to hangar tenants and customers and digitally file the completed forms. Add authorized credit cards into the POS system.
• Manage the creation and tracking of all direct bills for the airline, private aviation companies, and the flight school. Input all direct bills into a master spreadsheet for tracking/billing by the first of each month.
• Review daily airfield inspections to make sure that they are being completed as required. Suggest a plan for corrective action to staff supervision when inspections are missed.
• Be available for all Airport events as required by Airport Administration.
• Maintain professionalism and courtesy when dealing with the public, other city departments, and other Airport personnel.
• Present a professional image and dress appropriately as a representative of the City of Morgantown and the Morgantown Municipal Airport
• Perform other work-related duties and projects as assigned by the FBO Operations Manager or Airport Administration.
• Must possess the ability to understand and act on oral instructions.
• Must be able to perform record keeping functions and reports (ability to do math calculations for averages, profit margins, etc).
• Must be able to work as an essential part of a team.
• Must be detail-oriented and able to address problems and concerns that arise with both the public and other Airport personnel in a diplomatic fashion.
• Must possess effective and efficient communication skills, both oral and written.
• Must be able to operate Windows Office (Word, Excel, and Outlook), Adobe Acrobat, and various other computer programs.
• Must possess knowledge of office equipment including phone, fax, copier, scanner, and printer.
• Must be able to work independently and accomplish assigned tasks with minimal supervision.

WORKING CONDITIONS & PHYSICAL REQUIREMENTS

• While the main work site is an office, the employee may encounter hazardous working conditions such as elevated workplaces, mechanical hazards, electrical hazards, fire hazards, contact with potentially hazardous chemicals, and other hazards.
• Employee may spend some time working outdoors.
• Daily conditions encountered may include noise, dirt, odors, dust, fumes, and vibration.
• Other conditions vary with seasons.
• Daily operations may require the lifting of objects weighing as much as fifty (50) pounds.

USE OF TECHNOLOGY & EQUIPMENT

• Equipment and tools used on a regular basis include personal computer, intercom system, telephone, two-way radio, calculator, and photocopier.
• Other equipment and tools may be used on an occasional basis.

CONTACT & SUPERVISIONContact:

• Position involves frequent internal and external contact, but generally only on routine matters such as providing or obtaining information.

Supervision:

• This position reports to the Airport Superintendent and the Airport Director.
• This position does not supervise any employees.

The City of Morgantown is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran or disability status. RequirementsMINIMUM REQUIREMENTSEducation:

• High school degree or equivalent (GED).

Certification/License:

• Valid Driver's License

Experience:

• Two - Three years of customer services experience.

Other:

• Must be able to pass a 10-year background check.

PREFERRED QUALIFICATIONS

• Previous experience in airport air/land side operations.
• CPR and first aid training and/or certificates.