Customer Experience Representative

Position:

Aviation/FBO Customer Experience Representative Reports To:

The Customer Experience Representative will report to Customer Service Manager.

FLSA Status :

Non-Exempt Department :

Operations Job Overview:

Embassair's Customer Experience Representative will be responsible to guarantee every guest has an exemplary experience all around our FBO. They will deliver above and beyond service while engaging with all entities that come to and through the FBO. The Customer Experience Representative is always courteous, enthusiastic, professional and proactive. The goal should always be to provide the customer(s) with a wow effect. The work environment is a very high paced one that includes vast variety of communication, proficient computer skills, attention to detail, some aviation knowledge, overall interpersonal skills, between many other duties.

Responsibilities and Duties:

The Customer Experience Representative (CER) role is mainly conducted within inside the FBO premises, but may at times be required to assist in areas of our ramp and/or FBO front to assist with multiple customer needs. Reports to work before their scheduled work and is ready at their job post promptly as scheduled. Schedules are provided in advance and may include days, nights, weekends, holidays, and overtime as requested by management; team member should maintain flexible availability. Ability to read, understand and comply with all company policies, safety and ethical procedures, and relevant laws. Clearly communicate in English and with the proper tone in person, via telephone, fax, radio communicators, and in various forms of writing such as data entry, email and hand-written documents Operate a multi-line telephone and use the company-approved greetings 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. Coordinate and facilitate transportation as needed for customers by vehicle to and from airport terminal and local hotels as needed. Assist with planning, organizing and preparing for company or customer events. Transport crew, passengers or VIP's to and from the facility to hotels, restaurants and commercial terminal when necessary. Offer assistance and provide personal recommendations to crew members for food, lodging, entertainment, etc... Assist with personal reservations when required. Escort and transport crew and passengers to and from aircraft when necessary. Facilitate and assist, when necessary, customers with loading and unloading baggage. Resolve customer requests, questions and concerns regarding the Company's services or products. Recognize frequent customers, so as to deliver personalized and efficient service with each visit. Ensure all departing aircraft have all requested services and amenities. Create memorable first impressions for customers through personal interaction and unique experiences, which add value to their overall satisfaction 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. Drive cars, golf carts, vans, and other similar vehicles. Ability to detect phishing attempts and avoid attempts by others to infiltrate the Company computer network through practicing safe computer use and complying with company IT policies Independently and proactively (i) anticipate customer needs/requests, (ii) perform open job tasks, and (iii) immediately speak up and/or point out observed safety concerns to all stakeholders Ensure aircraft services, catering, ground transportation and all other flight support needs are in place for the customer's arrival Proficiency in computer systems such as internet, email, word, typing, and ability to learn other software. Work well as part of a team, get along with others, understand and follow lawful directions and instructions the first time, follow all company policies and procedures, and ask questions to clarify instructions Ability to handle stressful situations and high-profile clientele with poise, effectiveness, confidentiality and professionalism and always with a sense of cultural awareness and sensitivity Ability to prioritize and perform multiple tasks simultaneously Ability to lift light to moderately heavy items from the floor and into an aircraft and vice versa Ability to stand for long periods of time.

Qualifications:

High School diploma or general education degree (GED) Minimum of 18 years of age A valid state driver's license A professional appearance Ability to pass background checks (criminal and motor vehicle), drug tests, receive and maintain issuance of an airport security badge, and be insurable by the company's applicable insurance policies Ability to successfully and timely complete training programs Strong verbal and written English communication skills Ability to work flexible schedules and in various weather conditions Ability to perform simple arithmetic (addition, subtraction, multiplication, division, percentages, fractions, angles, degrees, time) Wear uniform and insignia as prescribed by the Company.

Requiered:

Twelve (12) months experience and/or training in aviation, FBO.

Preferred:

Spanish fluency,

Job Type:

Full-time Pay:

$20.00 - $23.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person