We introduce #IAMJET employee, Cathy Moore, Customer Service Manager at our FBO in Palm Beach
Cathy, how long have you worked for Jet Aviation?
I just celebrated my 18th anniversary with Jet Aviation on 9/11.
How did you come to Jet Aviation?
I started working at Galaxy Aviation in Palm Beach (PBI) as a night shift Customer Service Representative (CSR) out of High School when I was 18 years old, and met the employees from our competitor "Jet Aviation." They were so nice and they gave me a tour of the Jet Aviation FBO. I remember thinking, "Wow! I want to work here, this is obviously the better place." So I applied and the rest is history. I was hired as a CSR and worked nights while attending college in the daytime.
Can you briefly describe your job: I am responsible for the Customer Service Department at the FBO and my team is in charge of ensuring all the logistics of our clients traveling in and out of PBI are perfect. We arrange for all the details of their trip and are the face of the FBO from the moment the client calls or emails their requests, to the time the aircraft contacts us on the radio when they arrive at our FBO. We do all the billing as well and make sure that everyone that comes through our FBO has a great experience. Our goal is that everyone that comes in and out of here, leaves feeling better than what they came in.
“I love working with my team. We are a family and truly have a passion for helping others. When you can make a customer happy it is the best feeling”
What one word would describe how you approach your job?
Passion. (If you enjoy & have passion for what you do, you will do it well and it will be great.)
What is a typical day?
I come in and usually socialize, even if just for five minutes, with our clients in the morning. We are like a family, so we always have a handful of clients in our lobby having coffee in the morning and that is where we start. I believe it is important to connect with people. Since this is a People business, likeability is key. I go over what is arriving or leaving the rest of the day and catch up with my team as to how the early departures and the night before went; see if there are any issues to take care of for people or not. I go through all of our requests, as well as the billing paperwork and we exchange information. I then go through the emails, etc. Most days I will have customers in my office for one thing or another. We host five Hangars in PBI which are full of tenants, as well as transient clients.
What do you enjoy most about your job?
The People. I really enjoy working with my team. They are the best and, as I mentioned, we are a family. They make my job easy daily. They truly have a passion for helping others and enjoy it. And they are the stars of this place. I also enjoy working with our clients. When you make someone happy it is truly the best feeling.
And what do you enjoy about working for Jet Aviation?
The people and our environment in Palm Beach. We all help each other out, in and out of work, and it is just a pleasure to work with such a great team.
What are the main challenges you face in your role?
I would say that being in middle management, the biggest challenge is to ensure our teams have what they need to succeed and yet also comply with aggressive budgets, new policies, job alignment and cost-cutting while losing productivity and maintaining a good morale.
If you could describe working at Jet in three words, what would they be?
Just Do it! or Make people happy.
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