We Service Private Jets!
SUMMARY
The primary responsibility of the Customer Experience Representative is to guarantee every guest has an exemplary experience. The enthusiastic and engaging individual delivers customer service with poise. The Customer Experience Representative should demonstrate reliability in the value of the company and service it offers to guests. The Customer Experience Representative is always courteous, professional and proactive. They instill in the new and existing customers that Signature goes above and beyond to fulfill their customers’ needs.
JOB DESCRIPTION
Comply with Company policies and procedures related to customer service standards, ramp, safety and security procedures.
Ensuring customer needs are preemptively met and the customer project managers are informed of all customer requirements/specifications.
Act as the liaison for customer’s comments/ suggestions/ roadblocks.
Act as the onsite representative of the CSAT and Pulse Check surveys (owned by the Sales Enablement team). Assist general manager with related action items.
Share responsibilities related to maintaining the customer area and ensure that customers are well served during their visit (reception, assist in event planning, catering, etc.).
Be responsible for all activities related to customer events such as restaurant, hotel, transportation, entertainment coordination and reservations; event planning; personal shopping and personal welcome packages at hotels.
Ensure aircraft services, catering, ground transportation and all other flight support needs are in place for the customer’s arrival. Transport crew, passengers or VIP’s to and from the facility to hotels, restaurants and commercial terminal when necessary.
Be responsible to ensure all internal personal is present during customer visits with a briefing of the customer, etc.
Meet and greet arriving aircraft to provide a warm, friendly greeting. Be at departing aircraft to thank crew and passengers for choosing us.
Have knowledge of company services, communicate and promote network pricing and loyalty programs.
Resolve customer requests, questions and concerns regarding Bombardier’s services or products.
Coordinate ground transportation and staging of personal vehicles for passengers and crew. Answer and respond to questions from crew and passengers. Follow up timely via telephone, e-mail or letter as appropriate.
Utilize CRM or the company contact management system to review, capture and update customer preferences to provide a more personalized service experience.
Create memorable first impressions for customers through personal interaction and unique experiences, which add value to their overall satisfaction.
Recognize frequent customers, so as to deliver personalized and efficient service with each visit.
Identify crewmembers, passengers, visitors and vendors in accordance with the Bombardier’s security procedures.
Facilitate and assist, when necessary, customers with loading and unloading baggage.
Ensure all departing aircraft have all requested services and amenities.
Anticipate the needs of customers and follow through to ensure all needs are met.
Exemplifies and acts as a model customer service employee with a leading example of principles, attitudes, knowledge, etc.
Complete administrative and front desk duties as assigned or requested by the facility.
ESSENTIAL JOB FUNCTIONS
The following functions may be performed in variable weather and environmental conditions such as jet engine fumes, dust or jet engine noise. Must have ability to execute the above functions as well as:
Regularly stand, walk, use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
Occasionally lift and/or move up to 50 pounds.
Read, write and fluently speak and understand the English language.
Communicate clearly with peers, internal and external customers.
Read and interpret documents such as safety rules and procedure manuals.
Apply concepts of basic math to calculate figures and amounts such as discounts, percentages, area and volume.
Write routine reports and correspondence.
Drive vehicles in areas congested with aircraft, moving and stationary vehicles and equipment requiring the ability to identify and distinguish colors, judge distances and spatial relationships.
Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Handle and prioritize multiple projects concurrently.
Wear uniform and insignia as prescribed by the Company or appropriate professional work attire.
Report to work in person in a regular, reliable and timely basis.
Position Requirements
JOB REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
High school diploma or general education degree (GED). Must possess strong interpersonal, oral and written communication skills. Must possess a valid state driver’s license. Have previous experience in customer service and interfacing with customers and/or aviation experience is preferred.
Possess the following competencies, which are also essential functions of the job:
Have an energetic, outgoing, and customer-centric personality.
Must be fluent in English and Spanish
Maintain professionalism and confidentiality.
Experience with conflict resolution in a customer service environment preferred.
Be able to prioritize customer requests and job responsibilities by exhibiting a keen ability to multi-task in a fast-paced environment.
Have the ability to think strategically and to lead.
Have strong customer-facing experience with innovative problem-solving skills.
Have the ability to work well independently and as a productive member of a team.
Be customer oriented and have the ability to adapt/respond to different types of characters.
Have a highly proficiency in MS Office and in database software.
Be available for shift work (occasional weekends & special events).
An Equal Opportunity Employer including Disability/Vets
Primary Location: United States-Florida-Fort Lauderdale-Ft Lauderdale-Hollywood International Airport
Job Category: Customer Service
Schedule: Full-time
Employee Status: Regular
To apply for this job please visit www.signatureflight.com.
