Overview

Customer Service Representative Jobs in South Burlington, VT at Heritage Aviation

Title: Customer Service Representative

Company: Heritage Aviation

Location: South Burlington, VT

Company Description

At Heritage Aviation, we combine world-class aviation services with Vermont’s spirit of hospitality and community.

In 2015, we became 100% employee-owned, empowering every member of our team to take pride and ownership in everything we do. Three years later, we became a Certified B Corporation, formalizing our commitment to social responsibility and environmental sustainability.

Operating out of our LEED Gold-certified facility at Patrick Leahy Burlington International Airport (BTV), we provide expert maintenance, avionics, and fixed base operations (FBO) services for general aviation, corporate operators, charter fleets and commercial airlines.

At Heritage, we’re more than an FBO and MRO. We’re a team of employee-owners committed to delivering exceptional experiences, operational excellence, and lasting relationships with every customer we serve. We take ownership of every detail and every outcome.

Job Description

Customer Service Representatives (CSRs) are responsible for a variety of duties that contribute towards the overall success of the fixed base operation and aircraft maintenance with a focus on consistently providing excellent customer service. A CSR represents Heritage Aviation by interacting professionally, courteously, and friendly with visitors, customers, and colleagues. CSRs work in a fast-paced environment and handle high call volumes, while ensuring customers feel valued and heard. This position has a hiring range of $19.38-$23.55 per hour, depending on experience, in addition to an extensive benefits package that includes company stock, and a profit-sharing bonus.

Role and Responsibilities

  • Deliver a proactive, personalized, professional experience to our customers with a smile.
  • Arrange services including hotel, catering, and ground transportation.
  • Provide requested services for laundry, dish washing, coffee carafe refills for aircraft, ice, and papers.
  • Work closely with line service personnel and pilots to coordinate aircraft services, such as fuel and hangar storage.
  • Effectively communicate via air-to-ground radio and ground-to-ground radio, phone, and email.
  • Educate customers on available services, promotions, and programs.
  • Answer customer questions and resolve issues as necessary.
  • Process customer purchases and fuel transactions in accordance with procedures.
  • Ensure that all documentation, receipts, transactions, accounting records, etc. are accurately completed, processed, and forwarded to the appropriate parties.
  • Maintain working knowledge of facilities, services, website, surrounding areas, and other information commonly required by customers.
  • Maintain the appearance of the interior airport facility and replenish complementary beverages/supplies, as outlined in the facility appearance standard.
  • Assist pilots with airport, landing, and current weather information.
  • Initiate emergency response procedures for aircraft in urgent or distress situations.
  • Recommend improvements in standards, administrative procedures, facilities, methods, and practices to the appropriate management personnel.
  • Enforce good housekeeping practices through daily inspections of assigned areas for cleanliness, neatness, and compliance with regulations and policies to include disinfection of all common areas.
  • Respond to vendor, customer, and employee questions/concerns in an efficient and effective manner.
  • Work closely with Maintenance on incoming aircraft for service.
  • Other duties as assigned.

Credentials Needed

As a minimum requirement, each applicant must possess the following:

  1. Able to pass an FAA 10-year background check & pre-employment substance test.
  2. Excellent interpersonal, verbal and written communication skills (English).
  3. Proficient computer skills.
  4. Exceptional organizational skills and attention to detail.
  5. Ability to plan and prioritize competing tasks and projects in a fast-paced environment.
  6. An aptitude for creative problem-solving and analysis.
  7. Evidence of the practice of a high level of confidentiality.

 

Qualifications and Education Requirements

  • High school diploma or equivalent.
  • 1-3 years of relevant work experience.
  • Must possess a valid driver's license and meet the company's insurability requirements

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