|Job Ref:||5987||Employer:||General Dynamics US||Country:||United States||County/State:||New Jersey||City:||Teterboro||Address:||Post Date:||20/10/2016 05:12|
The customer experience supervisor is dedicated to ensuring that our standards of customer care are maintained and continuously innovated to meet the customers needs and requirements in accordance with Jet Aviation policies and procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
Supervises and maintains adherence to the Department Standards of Excellence for exceptional customer service, grooming and dress code.
Supervision and coordination of door staff and line service ambassadors as well as ambassadors.
Identifies and understands the values of superiors, subordinates, peers and others; ensures friendly and efficient service to our customers and adherence to all operating procedures.
Responsible for guests overall experience within the facility following our established operating procedures.
Responsible for adhering to all safety and security policies and procedures by supervising employees accordingly as well as ensuring guest related activities adhere as well.
Scheduling work assignments of the direct employees based on the business needs.
Will act as a liaison between all FBO departments in order to ensure the customers needs are met.
Track and maintain records on customer trends and departmental reports.
Responsible for the services provided by ambassadors, including training direct employees on how to perform the duties associated with this responsibility effectively.
Supports the FBO Concierge in the coordination of the conference rooms and the JSU.
Ability to communicate efficiently with customers while maintaining the highest standards of excellence.
Responsible for following up with customers in coordination with the FBO Concierge in regards to complaints, dissatisfaction, etc.
Fulfill or assist the FBO Concierge with special requests from customers.
Continuously improve the customer experience through training and program development for all FBO departments.
Follow all company policies and procedures, ensure facility appearance, service levels are professional and upheld to the highest standards of excellence.
Use discretion relating to customers and maintain confidentiality of their proprietary information.
Welcomes and acknowledges all customers according to company standards, anticipates and addresses customers service needs, assist customers with disabilities, and thank customers with genuine appreciation.
Prepare and reviews written documents accurately and completely.
Other duties may be assigned, as necessary.
• EDUCATION, REQUIREMENTS and/or EXPERIENCE
Bachelors degree from a four-year accredited college or university preferred; and at least three to five years related concierge or customer service experience serving high-end clientele, four to five star hotels preferred; or equivalent combination of education and experience
Must have a valid drivers license for the state of New Jersey and a clean driving record.
Must also be able to pass an FAA required 7-year background check.
Should represent a polished Jet Aviation colleague, espousing all the virtues set-forth by the culture and everything that is Jet Aviation
Must have basic knowledge of the myriad of services the company provides
Display the epitome of a positive yes can do attitude
Speaks with others using clear and professional language.
Must have strong interpersonal skills and be able to interact with customers, visitors and business acquaintances
Must have excellent presentation skills, including the ability to effectively be able to present information and respond to questions, both on the phone and in person, as well as in front of a group of customers, trade-shows or special customer events
Must have the ability to work well with others at all levels of the organization and must be a team player
Must be able to communicate well both orally and in written form
A practical knowledge of working with Sharepoint Software would be helpful
Must have experience using a computer in a professional environment, as well as using Word, Excel, PowerPoint and Outlook.
This position requires a flexible schedule to include working nights, weekends and holidays.