|Job Ref:||5837.1||Employer:||General Dynamics US||Country:||United States||County/State:||Massachussetts||City:||Bedford||Address:||Post Date:||22/10/2016 05:09|
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:
ESSENTIAL 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, 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.
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 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 drivers license.
•Must be able to work a flexible schedule, including nights, weekends and holidays
•Ability to read and interpret documents such as safety rules, operating and maintenance instructions, 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.
•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.
•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.
CERTIFICATES, LICENCES, REGISTRATIONS:
•Must be able to pass an FAA required 10 year background check as well as a 7 year criminal check
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 required to use hands to finger, handle, or feel, reach with hands; and talk and hear. The employee frequently is required to stand, walk, or sit for an extended period of time or for an entire work shift. The employee is occasionally required to climb or balance, kneel, crouch or crawl. The employee must be able to reach overhead and below the knees, including bending, twisting, pulling and stooping. Move, lift, carry, push, pull and place objects weighing less than or equal to 25 pounds without assistance. The employee may be occasionally required to climbs ladders, high spaces and/or stairs. Specific vision required for this job includes close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust and 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.