Company Overview Columbus Airport is operated by the Columbus Airport Commission and has a rich history of serving the Columbus, Georgia area since its inception. Committed to safety, quality service, and community support, the airport strives to meet the transportation and economic development needs of its customers and partners.

Job Overview Overview:

The Customer Service Representative serves as a front-line ambassador for Flightways Columbus and the Columbus Airport, creating a welcoming, polished, and highly personalized experience for general aviation passengers, pilots, flight crews, tenants, and visitors. This position goes beyond traditional customer service. Customer Service Representatives are expected to provide the elevated, personalized service associated with premier hospitality and executive aviation environments. Service should be warm, attentive, discreet, professional, and anticipatory, with each guest made to feel recognized, valued, and genuinely welcomed. The successful candidate will take personal ownership of the guest experience, anticipate needs whenever possible, coordinate services seamlessly with other members of the Flightways team, and maintain the appearance and atmosphere expected of a first-class aviation facility.

Guest Experience & Service Standards:

Customer Service Representatives are expected to consistently demonstrate a high level of hospitality through their presence, communication, and attention to detail. When guests are present, representatives should remain attentive and engaged with the guest environment, including standing to greet and assist arriving and departing guests rather than remaining seated behind the customer service desk. Guests should be acknowledged promptly and warmly upon entering the facility, even when the representative is assisting another guest. Telephone service should reflect the same warmth and professionalism as an in-person interaction. Representatives are expected to answer the telephone with a smile and a welcoming, professional tone, recognizing that warmth, confidence, and attentiveness are conveyed through the voice. Exceptional service also requires anticipation. Representatives should remain aware of scheduled and expected aircraft activity, known guest preferences and service requests, transportation and catering arrangements, and other details that allow the team to prepare before a guest has to ask.

Customer Service Representative Job Responsibilities:

Guest Hospitality & Concierge Service Warmly welcome passengers, pilots, flight crews, tenants, and visitors upon arrival and acknowledge guests as they depart. Stand and engage guests when they enter or approach the customer service area whenever reasonably possible. Provide attentive, personalized assistance while maintaining appropriate discretion and respect for guest privacy. Anticipate guest needs and proactively offer assistance rather than waiting for a request. Use guest names when known and appropriate to create a personalized and welcoming experience. Assist guests with hotel accommodations, rental vehicles, ground transportation, catering, local recommendations, and other reasonable travel or hospitality needs. Personally escort or direct guests when practical rather than simply pointing or providing minimal directions. Assist with luggage and other reasonable guest needs when appropriate and coordinate additional assistance with Line Service. Recognize returning guests and, when appropriate, maintain awareness of preferences that can improve future visits. Service Coordination & Ownership Review expected aircraft arrivals and departures and prepare for known guest, crew, transportation, catering, and service requirements. Coordinate closely with Line Service Technicians and other Flightways personnel to ensure aircraft and guest requests are communicated accurately and completed promptly. Take ownership of guest requests from initial contact through completion or ensure a clear and appropriate handoff to another team member. Follow up when necessary to confirm that requested services have been completed. Communicate changes, delays, special requests, or potential service concerns promptly to the appropriate team members. Work collaboratively with Line Service and other Airport departments to provide a seamless experience from aircraft arrival through departure. Telephone & Professional Communication Answer incoming telephone calls promptly using the established Flightways greeting and a warm, polished, professional tone. Communicate with a smile and demonstrate genuine interest in assisting the caller. Respond professionally and courteously to guest inquiries in person, by telephone, and through electronic communication. Listen carefully to requests, confirm important details, and communicate information accurately. Maintain professionalism and discretion when handling passenger information, itineraries, aircraft information, conversations, and other sensitive information encountered through the position. Service Recovery Recognize when a guest's experience has not met Flightways service expectations and take reasonable steps to assist in resolving the concern. Listen attentively and respectfully to guest concerns without becoming defensive or dismissive. Take ownership of resolving matters within the authority of the position and promptly involve a supervisor when additional assistance is required. Keep guests appropriately informed while an issue is being addressed rather than requiring them to repeatedly seek updates. Communicate recurring or significant service concerns to management so opportunities for improvement can be identified. Facility Presentation & Readiness Maintain a clean, organized, stocked, and presentation-ready environment throughout all guest-facing areas. Routinely monitor the lobby, customer service area, refreshment areas, restrooms, and other guest spaces and address presentation concerns promptly. Perform light cleaning duties as necessary, including sweeping, mopping, cleaning and restocking guest areas and restrooms, and maintaining the appearance of workspaces. Ensure hospitality supplies, refreshments, informational materials, and other guest amenities are appropriately stocked and presented. Maintain a professional presence at the customer service desk. Personal devices, unrelated conversations, eating, or other activities should not interfere with attentiveness to guests or the professional appearance of the facility. Administrative & Transactional Responsibilities Process point-of-sale transactions accurately for fuel and other goods and services. Maintain accurate records associated with customer transactions and service requests. Coordinate hotel, rental vehicle, transportation, and catering reservations as requested. Communicate relevant guest and aircraft service information accurately between shifts and team members. Perform other duties as assigned in support of Flightways Columbus and Columbus Airport operations.

Minimum Qualifications:

High school diploma or equivalent. Must be at least 18 years of age. Previous customer service, hospitality, guest services, or related experience. Demonstrated ability to provide professional, attentive, and courteous service. Strong verbal and written communication skills. Strong organizational skills with exceptional attention to detail. Ability to manage multiple priorities accurately in a fast-paced environment. Ability to work effectively as part of a team and coordinate across multiple operational functions. Ability to maintain professionalism and discretion when interacting with guests and handling sensitive information. Ability to work a rotating schedule that includes weekends and holidays.

Preferred Qualifications:

Previous experience in aviation, hospitality, luxury hospitality, resorts, country clubs, hotels, executive transportation, or another high-touch guest service environment. Familiarity with general aviation or Fixed Base Operator (FBO) operations. Experience coordinating travel, transportation, catering, or concierge services. Point-of-sale or customer transaction experience.

Physical & Work Environment Requirements:

This position requires regular interaction with guests and mobility throughout the Flightways facility. Employees must be able to stand and walk for extended periods while performing guest-service responsibilities; lift and carry items weighing up to 25 pounds; and stoop, bend, kneel, reach, sweep, mop, and perform light cleaning and facility-readiness duties. The position operates in an active aviation environment and may occasionally require movement between indoor and outdoor areas and exposure to changing weather conditions and normal airport operational activity.

Professional Expectations:

Employees are expected to maintain a professional appearance and demeanor consistent with their role as representatives of Flightways Columbus and the Columbus Airport. Personal conduct, communication, teamwork, appearance, attentiveness, and discretion should consistently reflect the organization's commitment to exceptional service. The Columbus Airport is a drug-free workplace. Prior to a final offer of employment, the selected candidate will be required to successfully complete applicable background and drug-screening requirements. Security /

Employment Requirements:

The selected individual must be able to successfully complete applicable airport security requirements, including a TSA Security Threat Assessment and fingerprint-based background check, as required for airport access. Columbus Airport is a drug-free work environment. Prior to a final offer of employment, the selected individual will be required to undergo a comprehensive background check and drug screening. Join our team as a Customer Service Representative where your organizational skills and friendly approach will help create a positive experience for all visitors while supporting the efficient operation of our airport services!

Pay:

$15.00 - $18.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Retirement plan Vision insurance

Experience:

Customer service: 2 years (Preferred) Shift availability: Day Shift (Preferred) Night Shift (Preferred)

Work Location:

In person