The Flight Desk Team Leader supervises the day-to-day activities of team members, and provides leadership by creating a team atmosphere where members are challenged to provide superior customer service while promoting safety. In addition, this position performs all duties of a Customer Service Representative; interacts with customers to create and foster long-term meaningful relationships; assists with implementing and overseeing marketing programs and actively promotes various FBO Services; researches and resolves issues concerning Customer Service; and acts as a positive role model by mentoring team members, and supporting company and departmental decisions. 

Essential Job Functions

1. Supervises day-to-day activities of team members by scheduling and assigning work. Assists with training FBO Service team members in the daily operations and promotes Duncan culture in the working environment. Holds team members accountable to Duncan approved policies and procedures include professionalism, safety and cleanliness of the work environment. Ensures the team’s consistent use of appropriate resources.

2. Performs Customer Service Representative duties and responsibilities using Duncan approved procedures and appropriate resources. Represents FBO Services team at company meetings and projects.

3. Promotes growth and development of assigned team members to encourage team cohesiveness and trust by monitoring and evaluating team members’ performance in a professional, positive, accurate and timely manner. Participates in hiring and selection process for team members. Identifies and recommends training needs, opportunities and programs to the department management for team members. Participates in personal and leadership development opportunities, and demonstrates leadership and professionalism at all times.

4. Manages all aspects of FBO Services operations to ensure safety, quality procedure compliance and efficiency on assigned shift. Ensures the safety and security of customers’ aircraft during its stay.

5. Participates in FBO Services strategic planning. Gathers and analyzes data for tracking workload, service sales and trends. Monitors department budget and goals. Initiates and completes special projects needed for continuously improving customer service. Ensures proper documentation and application of company’s customer service processes and procedures relative to FBO Services. Resolves Customer Service issues as needed.

6. Performs other duties as assigned by management.

Job Specific Requirements

• Licenses: NATA Safety 1 Customer Service Representative Certification; eligibility for SIDA badging and required FAA certifications; meets TSA security requirements. Must have a valid Driver’s License and an acceptable driving record
• Attendance: Regularly scheduled attendance required
• Physical: Routinely lifts 25 lbs., occasionally lifts 50 lbs.; reads small print; hearing sounds associated with mechanical deficiencies; repetitive motion; working with moving parts and vibration; works in heights above four feet; tolerates standing, walking, bending, kneeling, stooping, crouching, crawling, climbing and sitting; advanced typing and data entry skills.
• Environmental: Tolerates working in extreme temperatures and noisy environments

Education and Experience

• High School graduate or equivalent required
• Minimum three-year previous FBO Services, aviation and/or customer service experience required
• Previous leadership and supervisory preferred

Available Benefits

• Moving is expensive and hard work! Relocation Assistance is available for those that qualify.
• Duncan offers a comprehensive Benefits Package (Medical, Dental, Vision, Vacation/Holiday) that is available to team members on day one.
• Plan for your medical needs with a Health Savings Account (employer and employee contributions).
• Save for your future through our 401(k) program where you can begin contributions within your first 45 days, 50% match on first 6% contributed
• Enjoy Duncan Aviation’s On-Site Fitness & Health Clinics at the MRO locations
• Take advantage of a variety of In-House Training opportunities, or use Tuition Assistance to further your education.
  
  

Duncan Aviation is an Equal Opportunity and Affirmative Action Employer. EOE Minorities/Females/Protected Veterans/Disabled