Customer Service Representative ( Remote/Hybrid ) - SACRAMENTO McClellan Airline : Job Details

One of Californias largest privately-owned/public use airports, Sacramento McClellan Airport (KMCC) offers leasing of various-sized hangars, build-to-suit hangars with long-term ground leasing, and potential for fee title property sales. Located conveniently less than 20 minutes from Downtown Sacramento and within McClellan Park, the airport is neighbor to a hotel, fine dining restaurant, business park & more.

Job Title: Customer Service RepresentativeDepartment: Customer ServiceReports To: Customer Service Manager

Position Summary:The Customer Service Representative serves as the primary point of contact for passengers, ensuring a smooth and pleasant experience from booking to boarding. In a fast-paced private airline environment, this role requires excellent communication skills, problem-solving abilities, and a strong focus on customer satisfaction.

Key Responsibilities:

• Greet and assist passengers at check-in counters, boarding gates, and customer service desks.
• Provide timely and accurate information regarding flight schedules, baggage policies, and boarding procedures.
• Assist with reservation inquiries and ticket changes, ensuring all customer requests are handled efficiently.
• Address and resolve customer complaints or concerns promptly, escalating issues when necessary to ensure service excellence.
• Handle unexpected situations such as flight delays or cancellations with professionalism and empathy, providing appropriate alternatives and solutions.
• Liaise with internal departments (e.g., operations, ground services, and in-flight teams) to relay critical information impacting customer service.
• Maintain clear and effective communication with customers via phone, email, and in-person interactions.
• Update and manage customer records in the airlines database, ensuring all information is accurate and confidential.
• Process transactions including ticket sales, refunds, and ancillary services with attention to detail.
• Adhere to airline policies, procedures, and regulatory guidelines to maintain high service standards and ensure safety.
• Stay informed about industry best practices and participate in ongoing training to enhance service delivery.

Qualifications:

• High school diploma or equivalent; a degree or certification in hospitality, customer service, or a related field is an asset.
• Proven experience in a customer service role, preferably in the airline or travel industry.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a proactive approach to addressing customer needs.
• Ability to work under pressure and manage multiple tasks in a dynamic environment.
• Proficiency in using computer systems and reservation software.

• Legally authorized to work in the United States
• 21+ years or older