Airlines - Ground Staff

Description:

Job Summary:
This individual provides exceptional customer service. The CSR welcomes customers in person and/or by phone and focuses 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:
? 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, 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.
? Assists flight crews with arrangements for hotels, ground transportation, catering, customs and other miscellaneous vendor service requirements.
? Handles heavy volume of incoming communication via the telephone, aircraft radios, email and internal radios with the line service personnel and/or by any other communication system the company may implement.
? Completes service request forms, determines charges for service requested, collects credit card information and prepares change of address records.
? Understands and completes rental car agreements
? Solicits the sale of new or additional services.
? Coordinates with the appropriate departments to provide the services the customer requires for fuel, maintenance, avionics, hangar, aircraft cleaning, accurate arrival and departure times and any other service requirements.
? Monitors the ARINC frequency for communicating directly with the aircraft en-route. Master commonly used radio terminology including military time and the phonetic alphabet.
? Assists crewmembers with weather computer.
? Processes sales transactions through the Point of Sale (POS) terminals and computer system, entering all cash and credit card sales and fuel purchase receipts.
? Adjusts complaints concerning billing or service rendered, referring complaints of service failures to the lead customer service representative or supervisor for investigation.
? Assists with sorting and delivering customers’ and tenants’ mail.
? Reports to work in the proper uniform ready to work when the shift starts.
? Other duties may be assigned, as needed.

Requirements:

Experience/Education Required:
? Must have high school diploma or 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 wording with Microsoft Office
? May be required to be over age 21 with a valid vehicle driver’s license.
? Must be able to work a flexible schedule, including nights, weekends and holidays

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