Concierge and Billing Associate, Salt Lake City


Position Title: Concierge and Billing Associate

Reports to:  Immediate Supervisor and Flight Operations Manager

Expectations for All Employees:

Support the organization’s mission, vision, and values by applying the principles of trust, honesty, respect, integrity, and commitment exhibited through a collaborative culture based on safety, quality and security.

Positions Summary:

Provide outstanding customer service to both our internal and external customers. This individual will be responsible for trip planning and Quality Assurance of all trips scheduled by Flight Operations (chartered/brokered/managed).

This position will also have responsibilities for accurately billing all trips and working with the Company’s accounting function.


Primary Duties and Responsibilities include but not limited to:

  1. Be the point of contact for flight department customers, including:
    • Book travel accommodations, (including crew related accommodations) and fuel for trips.
    • Collaborate with the lead pilot and Keystone Maintenance on all maintenance items for the aircraft owner to ensure their travel requirements/expectations are being met (where/when applicable).
    • Ensure highest standards are met for all flights including comfort preferences, food/drink stocks, cleanliness, and crew availability.
    • Meet departures/ arrivals to ensure needs are being met and to gather customer feedback.
    • Ensure all billable items are recorded in the trip and/or given to the invoicing team so that owner bills are 100% accurate and that rates are reflective of what was arranged/provided.
    • Work with nationwide vendors to get Keystone Aviation rates and/or the best rates possible for all accommodations including fuel.
    • Create “trip packets” for crew that includes all passenger details, fuel details, flight brief, international checklist/details (if applicable).
    • Become proficient in FOS, TFBO, Fuelerlinx, and all other applicable software.
    • Develop relationships with customers, owners, and crewmembers and provides concierge services for them.
  2. Perform accurate trip invoicing, including:
    • Prepares trip for invoicing process and completes invoicing procedures in FOS and TFBO software systems.
    • Invoice both managed and charter trips.
    • Copy/scan trip packet information, sort to the appropriate department, organize and maintain the electronic library and hard copy files.

Qualifications/ Skills

  1. Proficiency with Microsoft Word, Excel and Outlook.
  2. Ability to learn new computer programs
  3. Previous high-end customer service preferred
  4. Attention to detail and task assignments in a multi-tasking environment
  5. Ability to work autonomously or in a team environment
  6. Interpersonal and Customer Service Skills:
    • Exhibits a high level of professionalism.
    • Focuses on conflict resolution negotiating mutually acceptable solutions to problems
    • Maintains client confidentiality.
    • Ability to be flexible and adapt to change.

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