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FBO Operations Customer Service Representative
Location:Â Grand Island, NE (Central Nebraska Regional Airport - GRI)
Department:Â FBO Operations
Reports To:Â FBO Operations Manager
FLSA Status:Â Non-Exempt / Hourly
Schedule:Â Monday - Friday, 8:00 AM - 4:00 PM
Pay:Â $18 - $20 / Hour
POSITION SUMMARY
The FBO Operations Customer Service Representative serves as the primary point of contact for pilots, flight crews, passengers, and vendors visiting the Fixed Base Operation (FBO). This role is responsible for delivering a high standard of customer service while coordinating day-to-day front desk, concierge, and light operational support activities. The ideal candidate is professional, personable, and comfortable working in a fast-paced aviation environment.
KEY RESPONSIBILITIES
Greet and assist pilots, flight crews, passengers, and visitors in a courteous and professional manner
Answer multi-line phones, respond to radio calls, and route inquiries to the appropriate personnel
Coordinate arrival and departure logistics, including fuel orders, ground transportation, catering, hotel accommodations, and rental cars
Process fuel and service transactions accurately, including invoicing and payment collection
Maintain accurate flight and customer records within the FBO's operating and scheduling systems
Monitor and relay weather, NOTAM, and airfield condition information to crews as requested
Coordinate with line service, fuel, and maintenance personnel to ensure timely and accurate service delivery
Maintain a clean, organized, and welcoming customer lounge, conference rooms, and front desk area
Support administrative tasks such as filing, data entry, mail distribution, and inventory of office and lounge supplies
Respond calmly and effectively to irregular operations, delays, or customer service issues
Follow all applicable airport security procedures, including access control and escort requirements for the Air Operations Area (AOA)
Perform other duties as assigned by the FBO Operations Manager
QUALIFICATIONS
High school diploma or equivalent required; associate degree or aviation-related coursework a plus
Prior customer service experience required; aviation, hospitality, or FBO experience preferred
Strong verbal and written communication skills
Proficiency with basic computer applications (Microsoft Office, email, scheduling/POS systems)
Ability to multitask and remain composed in a fast-paced, customer-facing environment
Valid driver's license with an acceptable driving record
Ability to pass a pre-employment drug screen and background check, including TSA-required fingerprint-based criminal history records check per 49 CFR Part 1542
Ability to obtain and maintain airport-issued SIDA/AOA badge credentials
PHYSICAL REQUIREMENTS & WORKING CONDITIONS
Ability to sit, stand, and walk for extended periods throughout the shift
Ability to lift and carry up to 70 lbs (e.g., passenger luggage, supplies)
Occasional exposure to outdoor weather conditions and aircraft ramp environments
Ability to work in a high-noise environment near aircraft operations when required
Regular and reliable attendance required, Monday through Friday during scheduled hours
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