The Customer Service Representative provides assistance to passengers and crew throughout the different stages of travel through our Jet Aviation FBOs.
This position serves as the main point of contact for service requests, inquiries, suggestions, and complaints.
Minimum Requirements
High School Diploma/GED
Ability to read and communicate in English
Ability to work flexible schedules and in various weather conditions
Must obtain an Airport ID Badge within 30 days of employment
Main Responsibilities
Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions, and complaints in a warm, friendly, and respectful manner
Resolves customer inquiries and complaints fairly and effectively
Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships
Recommends and implements programs to support customer needs
Assists crew members with arrangements for hotels, ground transportation, catering, linens, and other vendor service requirements
Complies with all relevant airport and Jet Aviation policies, regulations, and laws
Represents Jet Aviation as one company internally and externally with industry groups, regulatory bodies and the General Dynamics network
Responsibilities are within the Customer Support/Operations Function as a generalist or in a combination of Disciplines
Main Responsibilities Cont.
Desired Characteristics
1-2 years prior FBO working experience or a customer-service related field experience (e.
g.
hospitality) preferred
Passionate about Delivering the Best Experience
Willingness to always provide a five-star experience
Quickly adaptable to changing priorities and customer needs
Able to quickly identify alternative and positive solutions to problems
Ability to deal with customer frustrations while still maintaining that positive attitude
Promote a Climate of Excellence
Aware and sensitive to the concept of luxury and best in class quality
Has a sense of urgency for customer requests
Communicates clearly, both verbally and in writing
Active and effective listener to understand what customers are saying
Seeks continuous improvement opportunities
Act as a Jet Aviation Brand Ambassador
Is positive and has cross-cultural awareness
Establishes self-accountability
Embraces feedback and coaching
Naturally empathetic
Ability to demonstrate good communication skills
Ability to work calmly and effectively under pressure
Ability to demonstrate multitasking abilities.
Cultural awareness and related sensitivity
Demonstration and commitment to Jet Aviation values (Trust, Honesty, Alignment, Transparency)
Physical Demands
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The employee must be able to work in both a heavy maintenance environment and in upscale customer areas.
The noise level in the work environment is usually moderate with occasional high volume when aircrafts arrive/depart.
The employee is frequently exposed to vibration.
Occasional fuel fumes may permeate the workplace.
Employee must be willing and able to work in all types of weather conditions.
The noise level in the work environment is usually loud.
The Hangar environment may be extreme hot and cold during certain seasons of the year.
Jet Aviation provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
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