Client Services Representative

Purpose of Position

The Client Services Representative’s primary role is to provide an excellent frontline customer service experience through verbal and written communication. This role is also responsible for managing multiple phone lines and providing administrative support as needed to support customer and client training experience.

Tasks and Responsibilities

• Greet and welcome clients and guests at the front desk.


• Conduct center tours as required.


• Maintain visitor log and run Export Compliance as required.


• Responsible for client hotel and car accommodations, luggage tags.


• Provide client schedules by email, print, or through the FSI app.


• Responsible for Client Welcome Packets.


• Assist clients with client facing app login issues (i.e. FlightBag and FlightSafety App).


• Assist with creating Client Roster Report and other enterprise reports as needed by center.


• Assist with check in and client electronic training folder.


• Responsible for shipping/mailing of completion documents.


• Assist with center supply inventory, front desk upkeep, giftshop sales as needed.


• Assist with accounts payable invoices and processing monthly sales tax report as needed.


• Assist with customer lunches and customer specific center requirements.


• Notary public duties as needed.


• Responsible for TSA application, processing and tracking.


• Responsible for M-1 Visa and Visa Invitation Letters process.


• Process all client training completion documents and associated processes to include managing the ROT dashboard.


• Responsible for obtaining and tracking the Client Consent Process per Personal Data Protection System (PDPS) requirements, as needed.


• May be responsible for training entry level Customer Support teammates.

Minimum Education

• Associate degree (AA) from a two-year college or technical school preferred.

Minimum Experience

• One to two (1-2) years related experience in related field such as customer service, hospitality or administration.

Knowledge, Skills, Abilities

• Excellent customer service skills.


• Customer/client oriented and ability to adapt/respond to different types of personalities


• Ability with working a multi-line phone system and standard office equipment (scanner, fax, copier, iPad).


• Ability to work in a dynamic and fast paced environment.


• Approachable.


• Ability to multi-task, prioritize and manage time effectively to complete tasks.


• Ability to interact with fellow employees in a professional manner.


• Accountability, i.e. shows up to work on time.


• Fluency in English, through both verbal and written communications; able to speak, understand, read and write.


• Strong verbal and written communication skills.


• General knowledge of the following software: MS Office Suite.


• Basic computer skills (types 45 WPM).

Physical Demands and Work Environment

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and communicate. The employee may be required to stand; walk; sit.

Specific vision abilities required by this job include the ability to view monitors, technical documents, and reference material.

The noise level in the work environment is usually low to moderate.