customer service representative

:

This individual provides exceptional customer service. The CSR welcomes customers in person and/or by phone and focus on customer needs; provides them with assistance throughout the different departments within Jet Aviation; excels in customer retention, developing repeat customers and makes them feel satisfied and appreciated; gains the trust of customers; increases customer satisfaction by understanding their needs and responding quickly to them. The CSR is responsive to changing customer demands. Records customers’ information into computer for the use of the department by performing the following duties:

ESSENTIALS DUTIES AND RESPONSIBILITIES include the following:

• Greets customers in a welcoming, friendly and respectful manner.

• Adheres to the Departmental Standards of Excellence for excellent customer service, grooming and dress code.

• Effectively enforces company policies without alienating customers.

• Establishes a business relationship that will make the customer feel welcome.

• Communicates with customers by phone, email, facsimile, or in person and receives orders for services that are required during the customer visit.

• Provides directions for the customers to local attractions, activities, and restaurants as requested and /or by anticipating the customer’s needs.

• Handles heavy volume of incoming communication via the telephone, aircraft radios, and internal radios with the line service personnel and/or by any other communication system the company may implement.

• Must be able to understand and complete rental care agreements.

• Promotes and up sells new or additional services.

• Coordinates with the appropriate departments to provide the services the customer requires for fuel, maintenance, hangar, aircraft cleaning, accurate arrival and departure times and any other services requirements.

• Monitors the ARINC frequency for communicating directly with the aircraft en-route.

• Process Customer invoices for services rendered.

• Maintain and stock information, materials, and amenities in the customer service area.

• Shuttle transport customers to and from airport terminal and local hotel properties when needed.

• Assist customers with luggage when needed.

• Master commonly used radio terminology including military time and the phonetic alphabet.

• Assists flight crews with arrangements for hotels, ground transportation, catering, customs and other miscellaneous vendor service requirements.

• Process sales transactions through computer system.

• Adjusts complaints concerning billing or service rendered, referring complaints of service failures.

• Assists in sorting and delivering customers and tenant’s mail.

• Operate vehicles cautiously around moving aircraft and ground servicing equipment, when needed.

• Report to work in proper uniform ready to work when the shift starts.

• Other duties may be assigned, as needed.

SUPERVISORY RESPONSIBILITIES:
There may be instances that you can be left in charge when a supervisor, lead or senior CSR is not present.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily or above. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

• Must have high school diploma, general education degree (GED) or higher education.

• At least one year related experience and /or formal training or equivalent combination of education and experience.

• Must have good computer skills, including experience working with Microsoft Office and Excel.

• Must be able to work a flexible schedule, including nights, weekends and holidays.

• Must be able to obtain an airport security ID badge within 30 days from date of hire.

• May be required to be 21 or older and have a valid driver’s license with a clean driving record; must also be able to pass a required 10-year background check

LANGUAGE SKILLS:

• Ability to read and interpret documents such as safety rules, operating and procedure manuals.

• Effectively writes routine reports and correspondence.

• Is able to speak effectively and clearly before groups of customers or employees of the organization.

• Having knowledge of a second language is desirable but not required.

• Since English is the language of aviation, the representative must be able to effectively, proficiently and clearly speak and understand the language.

MATHEMATICAL SKILLS:

• Ability to calculate figures and amounts such as discounts, commissions, proportions, and percentages.

• Also must be able to add, subtract, and multiply in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY:

• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Handles customer complaints with tact and diplomacy. Uses complaints to provide valuable customer feedback.

• Effectively copes with stress of demanding duties.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand for long periods of time, walk and sit. The Employee is occasionally required to stoop, kneel, crouch, or crawl. The employee may be required to lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate with occasional high volume when aircrafts arrive/depart. Occasional fuel fumes may permeate the workplace.