FBO Customer Service Coordinator

Description

Position: FBO Customer Service Coordinator

Department: 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 SUMMARY

The 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.