Job Category:
LIFT Academy
POSITION PURPOSE
Serves as front-line liaison to academy staff, students, and guests through excellent customer service and problem-solving. Provides support for operations and maintenance departments by scheduling students and aircraft to meet short-term operational needs. Maintains records and creates reports for departmental leadership on daily activities and performance.
ESSENTIAL DUTIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned to this position as needed.
- Enter and audit required student documents in recordkeeping system.
- Assign and reassign aircraft to reservations to maximize efficiency while ensuring maintenance requirements are met.
- Serve as liaison between students and instructors to deliver and receive documents as necessary to include temporary airman certificates and badges.
- Purchase aircraft fuel, hotel rooms, and transportation for students and staff.
- Monitor daily schedule.
- Finalize daily schedule and record non-compliance.
- Post open flying daily, fill open flying, and assign flights to cover instructor absences.
- Monitor VHF operations radio frequency.
- Ensure compliance with applicable FAA regulations and Company policies.
- Assign all training reservations to a qualified instructor for an on-time departure.
- Coordinate quick recovery of open flying due to irregular operations with guidance from the Scheduling Coordinator.
- Anticipate operational disruptions and propose cost-effective solutions.
- Implement time-sensitive decisions to solve disruptions to the daily flight schedule.
- Ensure changes to the published schedule are communicated to crewmembers in a timely manner.
- Assist with on-the-job training of new hire schedulers.
- Provide 22/7 support to students and instructors by processing sick calls, general schedule inquiries, and other daily schedule modifications.
- Provide exceptional and timely customer service to instructors and students.
- Maintain a strong working knowledge of federal aviation regulations and schedule requirements.
- Collaborate with internal departments for a safe, efficient, and reliable operation.
- Communicate professionally with coworkers and vendors.
- Uphold Republic Airways’ BEST guiding principles.
- Other duties and responsibilities as assigned.
CORE RESPONSIBILITIES
- Customer service
- Meet short-term, low impact needs of our customers to include students, staff, and visitors. Must be comfortable working in a fast-paced environment while balancing time and responsibilities. Serve as a welcoming and energetic representative of the organization.
- Operational efficiency
- Understands the key operational aspects of the organization and reliably completes the tasks required to keep the operation running at the highest level of efficiency, reliability, and safety.
- Safety and security
- Consistently and reliably ensures that the policies and procedures required at a high security operation are met and reports any deviations from these policies and procedures.
Minimum Qualifications
- Minimum of a High School Diploma or GED equivalent
- One year previous customer service or call center experience. Additional education may be substituted for experience.
- Remarkable customer service experience
- Stable work history with reliable attendance
- Thrive in a high-stress, high-volume working environment
- Critical thinking with a passion for problem-solving and attention-to-detail
- Multitask while maintaining a sense of urgency and follow-through
- Excellent verbal and written interpersonal communication skills
- Comfortable working with a variety of variables in situations where only limited standardization exists
- Interpret a variety of instructions furnished in written, oral, diagram, or schedule form
- Self-motived and able to work individually and within a team environment
- Experience in Windows OS, including Microsoft Office Suite and various web browsers and ability to learn new programs
- Able to speak, read, understand, and write English
- Able to sit or stand at a workstation for 10-hour shifts
Preferred Qualifications
- Bachelor’s degree in Aviation
- Previous airline experience
- Desire to expand operational knowledge and grow professionally within Republic
LANGUAGE SKILLS
- Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Able to deliver negative information in a tactful and professional manner.
REASONING/PROBLEM SOLVING ABILITY
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to multitask while still upholding a sense of urgency.
DECISION MAKING
- Makes decisions and determines best methods to solve problems by referring to established policies and procedures.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.
- Able to move about the work environment.
- Frequently required to stand, walk, sit, talk, and hear.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.
- Typically, not exposed to extreme environmental conditions.
- Must be able to work a varied schedule including nights, weekends, and holidays.
Travel Requirements
Travel up to 10% of the time, including nights, weekends, holidays, and overnight stays.
Equal Opportunity Employer, Disability and Veteran Accommodations
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.