Client Services Representative II, KSNA

At Clay Lacy Aviation, we've built a legacy of excellence by combining innovation, safety, and exceptional service. We're looking for people who share our passion for aviation and our commitment to doing the right thing. Here, curiosity and continuous learning are valued, and teamwork is essential. If you're ready to contribute your skills in a supportive, high-performing environment where every detail matters, you'll find opportunities to grow your career and be part of shaping the future of private aviation.

Position Summary

This is a dynamic role within a fast-paced, luxury FBO environment. Client Services Representatives (CSRs) serve as the face of the FBO and play a critical role in delivering an exceptional experience to aircraft owners, passengers, crew members, and guests. As one of the first and last points of contact within the terminal, CSRs are expected to represent Clay Lacy Aviation with professionalism, warmth, attention to detail, and a service-first mindset.

The ideal candidate will possess a polished and welcoming demeanor, strong communication skills, and the ability to thrive in a high-touch, fast-moving aviation environment while maintaining a positive and solutions-oriented approach.

• Location: Santa Ana, CA (KSNA)
• Compensation: $26.29 - $30.50; Eligible for comprehensive benefits.
• Shift: First Shift (schedule varies, weekend availability required)
  
  

Responsibilities

• All responsibilities of Client Services Representative I
• Serves as concierge to passengers and pilots to ensure clients have a smooth reservation, arrival, and departure experience.
• Establish long-term, trusted relationships by delivering the highest level of personalized service.
• Regularly interact with customers and tenants to promote the FBO and ensure a high level of customer satisfaction
• Contribute to the training and development of CSR I and other FBO employees
• Resolve customer complaints and escalate to supervisor as needed
• Daily involvement in interdepartmental huddle calls
• Activity work between Client Services team, Concierge, and Line Service to promote highest client Experience
• Valet/ Greeter vehicle and inventory management
• Actively involved in the continuous safety requirements as per LAWA and CLA policies
• Produce daily reports as needed by Management
• Perform nightly specific duties as required by closing check list
• FBO 360/HUB- Billing of all clients and assist with any billing disputes
• Track and update all notes pertaining to Airport restrictions and addendums
• Perform duties for Accounting- Corridor
• Other responsibilities as requested or assigned.
  
  

Competencies And Skills

• Must have a valid C Class Driver's license with a clean driving record.
• This position requires an applicant with a flexible schedule and the ability to work all shifts, weekends, and holidays.
• Excellent communication skills with fluency in reading, writing, and spoken English
• Excellent personal presentation and interpersonal skills.
• Speaking -- Talking to others to convey information effectively.
• Coordination -- Adjusting actions in relation to others' actions.
• Time Management -- Managing one's own time and the time of others.
• Critical Thinking -- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Active Listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Service Orientation -- Actively looking for ways to help people.
• Social Perceptiveness -- Being aware of others' reactions and understanding why they react as they do.
• Highly computer literate and proficient in Microsoft Suite
• Strong organizational skills
• Highly detail-oriented
• Comfortable working independently
• Thrives in a fast-paced environment
• Adept problem solver
• Deadline driven
  
  

Required Education And Experience

• High school diploma or equivalent required; college degree in Hospitality, Aviation Management, or a related field preferred.
• Three to five years of client relations or guest services experience within private aviation preferred. Candidates with experience in luxury hotels, resorts, or other high-end hospitality environments will also be considered.
• Must pass pre-employment drug testing and background check
  
  

Benefits And Culture

Clay Lacy Aviation offers a comprehensive benefits package designed to support our employees' health, well-being, and peace of mind. Benefits include medical, dental, and vision coverage; a 401(k) retirement plan; paid time off and paid holidays; loss of license insurance; pet insurance options; and additional wellness resources.

Our culture is service-driven and collaborative, grounded in excellence, care, accountability, and trust, while supporting our teams in a fast-paced, high-responsibility environment. We foster teamwork, promote responsibility, and create an environment where employees can perform at their best while delivering consistently high standards of service.

Disclaimer Statement

Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. This job description may not cover or contain a comprehensive listing of all assigned activities, duties, or responsibilities, and may be amended at any time. Employees may be required to perform other job-related assignments as requested.

Americans With Disabilities Act (ADA) Statement

In compliance with the Americans with Disabilities Act (ADA), Clay Lacy Aviation provides reasonable accommodation when requested by qualified individuals with disabilities unless such accommodation would cause an undue hardship. We encourage both prospective and current employees to discuss potential accommodation with a representative of the Office of Human Resources.

Equal Employment Opportunity (EEO) Statements

Clay Lacy Aviation provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.