Position Summary

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
• Must have a valid driver's license

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.