About the position
Signature's Customer Service Representatives (CSR) are responsible for a variety of duties that contribute towards the overall success of the fixed base operation (FBO) and focus on consistently providing excellent customer service. A CSR often serves as the face of Signature while interacting with visitors and coworkers in a professional, friendly, and courteous manner. CSRs ensure concierge and other services are promptly and correctly handled, provided, and billed in accordance with Signature's procedures. Although customer service is a top priority, a large number of the CSR's daily tasks involve using a computer and require a high level of concentration to ensure accuracy in busy settings. A CSR is expected to work as part of a team to provide everyone with a friendly welcome to Signature. They must collaborate, cooperate, and work closely with all coworkers, customers, and other visitors to ensure customer service needs are met. This includes ensuring an efficient and accurate transfer of information through various methods between and among customers, the FBO, other company departments, and external parties. Increasing customer satisfaction by understanding and promptly addressing customers' needs is crucial, which may include identifying and offering additional Signature services. CSRs are responsible for responding to vendor, customer, and team member questions/concerns in an efficient and effective manner. They must accurately receive, dispatch, and completely process customer purchases and fuel transactions in accordance with company procedures. Maintaining a working knowledge of Signature's facilities, services, surrounding areas, and other information commonly asked about by Signature's customers and other visitors is essential. CSRs also replenish complementary beverages/supplies, enforce good cleanliness practices through daily inspections in assigned areas, and provide visitors with a wide array of concierge services including arranging reservations for hotel stays, ground transportation, catering, and customs appointments as requested. Additionally, CSRs assist pilots with access to airport and weather information, help visitors with their luggage in the FBO and outside to/from aircraft, and abide by emergency response procedures when critical events occur. They are expected to recommend improvements to Signature's standards, administrative procedures, facilities, methods, and practices to the appropriate Signature management personnel. A positive attitude, consideration, and courtesy to everyone at all times are essential traits for this role. CSRs must understand, comply with, and enforce all security protocols as dictated by Signature and the airport, and create accurate records pertaining to time worked and activities and services performed.
Responsibilities
- Work as part of a team to provide everyone with a friendly welcome to Signature.
- Collaborate, cooperate, and work closely with all coworkers, customers, and other visitors to ensure customer service needs are met.
- Increase customer satisfaction by understanding and promptly addressing customers' needs.
- Respond to vendor, customer, and team member questions/concerns in an efficient and effective manner.
- Accurately receive, dispatch, and completely process customer purchases and fuel transactions in accordance with company procedures.
- Maintain a working knowledge of Signature's facilities, services, surrounding areas, and other information commonly asked about by customers.
- Replenish complementary beverages/supplies as outlined in the facility appearance standard.
- Enforce good cleanliness practices through daily inspections in assigned areas for good hygiene, neatness, and compliance with regulations and policies.
- Provide visitors with concierge services including arranging reservations for hotel stays, ground transportation, catering, and customs appointments.
- Assist pilots with access to airport and weather information, portals, and computers.
- Assist visitors with their luggage in the FBO and outside to/from aircraft.
- Marshall aircraft, wing walking, placing chocks and cones, and assist line service personnel as needed.
- Abide by emergency response procedures when critical events occur.
- Recommend improvements to Signature's standards, administrative procedures, facilities, methods, and practices to management.
- Exhibit a positive attitude, consideration, and courtesy to everyone at all times.
- Understand, comply with, and enforce all security protocols as dictated by Signature and the airport.
- Create accurate records pertaining to time worked and activities and services performed.
Requirements
- High School diploma or general education degree (GED).
- Minimum of 18 years of age.
- A valid state license is required where applicable (based on locations where driving is required).
- A professional appearance.
- Ability to pass background checks (criminal and motor vehicle), drug tests, and receive and maintain issuance of an airport security badge.
- Must be legally authorized to work in the country of employment.
- Ability to successfully and timely complete Signature's training programs.
- Ability to use a computer and email, including passing computer-based training modules.
- 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).
Nice-to-haves
- Three (3) to six (6) months experience and/or training in aviation, FBO, hospitality, customer service, or another related field.
- Knowledge of radio procedures and protocols.
Benefits
- Medical/prescription drug, dental, and vision insurance coverage.
- 401(k) retirement savings plan with company matching contributions.
- Paid time off and holidays.
- Employee discounts on services and products.
- Flexible scheduling options.
