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

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 in 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.

Work Schedule

• Monday - 5:00 AM - 1:30 PM
• Tuesday - 5:00 AM - 1:30 PM
• Wednesday - OFF
• Thursday - OFF
• Friday - 5:00 AM - 1:30 PM
• Saturday - 5:00 AM - 1:30 PM
• Sunday - 5:00 AM - 1:30 PM

Job Requirements

Client Services Representative I and II

• Must have and maintain a valid driver’s license in the state the employee’s work location is based in, restricted licenses are not acceptable.
• Must have and maintain a JWA (John Wayne Airport) badge.
• Able to drive a manual shift vehicle.
• Able to use Microsoft Office suite and other necessary software proficiently.
• Maintain a professional presentation to all internal and external customers.
• Drive internal or external customer’s, or company’s vehicle at a posted or safe speed.
• Learn and comply with all safety and operating standards of vehicle and passenger safety as well as airport policies.
• Pass pre-employment drug testing and background check.
• Provide excellent customer service to both internal and external clients at all times.
• Complete NATA Safety First, Air Elite Training and other job-related training.
• Strong interpersonal and communication skills, direct interface, and in writing.
• Ability to make decisions with multiple objectives and implement in a safe, efficient manner.
• Follow oral and written directions; plan and complete assigned duties on a regular schedule; and maintain good working relationships with others.
• Schedules are subject to change. Employees must be available to work flexible hours as changes occur, examples include overtime, holidays, and covering time-off for the team.
• Ability to perform a variety of manual tasks including but not limited to transporting ice, making, and delivering coffee.
• Ability to work without direct management supervision.
• Must be comfortable with working outdoors, day, night and in all weather conditions.

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.

Essential Physical Functions

The following functions may be performed in variable weather and environmental conditions such as jet engine fumes, dust, or noise.

• Step up and down stairs and vehicles.
• Work effectively while sitting, standing, walking, or running.
• Able to engage safely and effectively in gross and fine motor control movements.
• Reach at or above shoulder level.
• Complete tasks safely and effectively that require hand and eye coordination.
• Lift, carry, push, and pull luggage from ground level to waist and overhead, up to 75 lbs.

• Ability to occasionally bend, stoop, squat, and lift objects throughout the shift.
• Ability to perform functions that require repetitive motions using hands, wrists, arms knees and/or legs.

Essential Cognitive Functions

• Must be able to reason, analyze, and solve problems.
• Read, write, comprehend, and speak in English.
• Proficient computer skills.
• Must have basic math skills.
• Always work safely and effectively.
• Must work well with others.
• Must be able to prioritize and multitask in a distracting environment.

Required Education

Client Services Representative I

• High School Diploma or GED.

Client Services Representative II

Level I Education plus:

• Associate degree or required experience plus 2 years of customer facing role or customer service experience.

Required Experience

Client Services Representative I

• 1+ year of work experience comprised of any combination of the following:
  • a customer facing role,
  • customer service experience,
  • experience in client relations in aviation and/or luxury hospitality.

Client Services Representative II

• 2+ years of work experience comprised of any combination of the following:
  • a customer facing role,
  • customer service experience,
  • experience in client relations in aviation and/or luxury hospitality.

Benefits

 We are committed to supporting employees in their adoption of a healthier and more active lifestyle. We understand the contribution each employee makes to our accomplishments and so our goal is to provide a comprehensive program of competitive benefits to attract and retain the best employees available.

Through our benefits programs, we strive to support the needs of our employees and their dependents by providing a benefit package that is easy to understand, easy to access, and affordable for all our employees.

Our benefits are a valuable part of the total rewards that Clay Lacy Aviation offers you and your families. We offer you a robust benefits package and other resources that help you take care of yourself and your family.

• Health Insurance – HMO and PPO options available
• Dental Insurance – HMO and PPO options available
• Vision Insurance
• Life Insurance
• Paid Vacation/Time Off
• Paid Sick Time
• Paid Holidays (9)
• 401K Plan
• Floating Holidays (2)
• Pet Insurance
• Identity Theft Protection Services
• Employee Discounts to retailers, restaurants, and theme parks
• Uber for Business

Equal Opportunity Employer

Clay Lacy Aviation provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.