FBO Customer Service Representative

Salary Level 2

Full-Time

Non-Exempt

Typical Hiring Range:  $18.45/hr. to $23.07/hr.

Position Summary (Primary Function)

The FBO Customer Service Representative provides full concierge service to FBO customers. Service can include making reservations, ordering customized supplies, learning and anticipating customer preferences, resolving problems, and ensuring customer satisfaction. The FBO Customer Service Representative serves as the first point of contact for incoming FBO customers and also maintains records as required by the District.

Responsibilities (Essential Functions)

• Answers incoming telephone lines, greets arriving customers and provides general information and assistance at the FBO Customer Service Desk.


• Communicates and coordinates requested services with FBO Line Service personnel.


• Generates accurate invoices for services provided and processes financial transactions.


• Maintains records of financial transactions that occur on shift.


• Arranges for customer travel, hotel reservations, auto rental, entertainment and other varied requirements.


• Tracks aircraft arrivals and assures prompt Line Service coordination via delivery of accurate and timely information.


• Works overtime hours as needed.


• Observes all safety, environmental and general housekeeping rules and policies.


• Performs other duties as assigned.

Education Requirements 

• High School Diploma or GED or any combination of experience and training which provides the required knowledge, skills and abilities.


• Must exhibit the desire to continue training and increase knowledge needed to stay abreast of changing industry regulations, standards and procedures. 

Experience Requirements

• 1 year of face-to-face customer service experience required.


• Demonstrated conflict resolution experience preferred.


• Knowledge of radio procedures and protocols preferred. Prior FBO and/or hospitality industry experience preferred.

Knowledge, Skills, and Abilities

• Proficiency in the use of a personal computer is necessary, including skills in Microsoft Word, Excel, Outlook email, and internet.


• This position requires skills in prioritization, organization, verbal communications and interpersonal relations, and the ability to manage multiple projects simultaneously.


• Excellent telephone and customer service skills.

Supervisory Responsibility

• None at this time.

Licenses Required

• Valid Driver’s License.

Certifications Required (Must have or be willing and able to obtain)

• Certifications and training may be required as needed.

Latitude/Independent Judgment/Accuracy

• Diligence must be exercised when handling confidential information.


• Reasonable care for equipment/process will prevent injury/damage.


• Responsible for own work but must coordinate work with others.

Working Conditions

• Must be able to physically operate a variety of office equipment and machines.


• Must be able to exert up to five pounds of force occasionally and/or negligible amounts of force frequently to lift, carry, push, pull or otherwise move objects.


• Must have good eyesight/corrected if necessary.


• Position involves mostly sedentary work, but may require walking, standing, stooping or reaching for brief periods of time.


• Occasional lifting of items weighing at least 20 pounds.


• This position requires uncommon tours of duty to include but not limited to weekends and holidays, rotating shift assignments and overtime duty.


• Will be subject to call-back outside normal duty hours.


• Must be able to drive to various locations on and off airport premises.

Other Requirements

• Must be able to complete and pass a background investigation, drug screening and physical examination as required by Federal, State and GSP Airport District requirements.