Client Services Representative II | KOXC

Position Summary
The Client Services Representatives (CSRs) are a central part of the Front Office Team. As the first and last impression of Clay Lacy Aviation, this high-profile department carries a special responsibility. The CSR’s demeanor should reflect the quality of Clay Lacy Aviation to our guests with a positive attitude. The ideal candidate will also have a warm welcoming smile, an outgoing personality and a can-do approach to any task!

Duties and Responsibilities
• All responsibilities of Client Services Representative I
• Serves as concierge to passengers and pilots to ensure clients have a smooth reservation, arrival, and departure experience.
• Establish long-term, trusted relationships by delivering the highest level of personalized service.
• Regularly interact with customers and tenants to promote the FBO and ensure a high level of customer satisfaction
• Contribute to the training and development of CSR I and other FBO employees
• Resolve customer complaints and escalate to supervisor as needed
• Daily involvement in interdepartmental huddle calls
• Activity work between Client Services team, Concierge, and Line Service to promote highest client Experience
• Valet/ Greeter vehicle and inventory management
• Actively involved in the continuous safety requirements as per LAWA and CLA policies
• Produce daily reports as needed by Management
• Perform nightly specific duties as required by closing check list
• TAS/Avpos- Billing of all clients and assist with any billing disputes
• Track and update all notes pertaining to Airport restrictions and addendums
• Perform duties for Accounting- Corridor
• Other responsibilities as requested or assigned.

Competencies and Skills
• Create strong customer relations and deliver customer-centric solutions.
• Take on new opportunities and challenges with a sense of urgency and enthusiasm.
• Work collaboratively with others to meet shared objectives.
• Communicate a clear understanding of the needs of varied audiences and modes.
• Gain the trust and confidence of others through honesty, integrity, and authenticity.
• Must have a valid C Class Driver’s license with a clean driving record.

• This position requires an applicant with a flexible schedule and the ability to work all shifts, weekends, and holidays.
• Excellent communication skills with fluency in reading, writing, and spoken English
• Excellent personal presentation and interpersonal skills.
• Speaking -- Talking to others to convey information effectively.
• Coordination -- Adjusting actions in relation to others' actions.
• Time Management -- Managing one's own time and the time of others.
• Critical Thinking -- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Active Listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Service Orientation -- Actively looking for ways to help people.
• Social Perceptiveness -- Being aware of others' reactions and understanding why they react as they do.
• Highly computer literate and proficient in Microsoft Suite
• Strong organizational skills
• Highly detail-oriented
• Comfortable working independently
• Thrives in a fast-paced environment
• Adept problem solver
• Deadline driven

Required Education and Experience
• College degree in Hospitality or equivalent
• Three to five-plus years of aviation client relations experience preferred; luxury hotel or other luxury hospitality industry background will be considered of coming from outside the network

Disclaimer Statement
Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. This job description may not cover or contain a comprehensive listing of all assigned activities, duties, or responsibilities, and may be amended at any time. Employees may be required to perform other job-related assignments as requested.

Americans with Disabilities Act (ADA) Statement
In compliance with the Americans with Disabilities Act (ADA), Clay Lacy Aviation provides reasonable accommodation when requested by qualified individuals with disabilities unless such accommodation would cause an undue hardship. We encourage both prospective and current employees to discuss potential accommodation with a representative of the Office of Human Resources.

Equal Employment Opportunity (EEO) Statements
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.