Customer Service Agent

Responsibilities for this Position

Customer Service Agent

Location: Teterboro, NJ, US, 07608
Job Category: Fixed Base Operations (FBO)
Career Level: Graduate / Entry Level
Requisition Id: 5014

Since 1967, Jet Aviation has been crafting flight in its smoothest form. From one hangar in Basel, Switzerland, to over 4,500 employees, and some 50 locations worldwide. Aircraft Management, Aircraft Sales, Charter, Completions, Government Services, FBO, Fixed and Rotary Wing Maintenance, and Staffing. Behind every seamless Jet Aviation experience, is a team of dedicated professionals perfecting the art of flight. The artisans of aviation. The craft that brings our customers journey to life. In the hangar, on the ground, and behind the scenes. Enabling global flight, with passion.

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

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.

At Jet Aviation eligible employees can enjoy a comprehensive package that fuels your passions both inside and outside of work. Your health and well-being matter to us. Thats why we offer a competitive benefit package that includes health, dental & vision insurance, matching 401(k), health savings and flexible spending accounts, short-term and long-term disability, life insurance, employee assistance programs, health and wellness awards, generous paid time off, tuition reimbursement, employee discounts and more.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

Equal Employment Opportunity has been, and will continue to be, a fundamental principle at Jet Aviation, where individuals are hired, employed, recognized, and advance based upon their individual skills and abilities and without regard to an individuals race, color, national origin, age, religion, physical or mental disability status, sex, gender, sexual orientation, gender identity or expression, transgender status, genetic information, marital status, pregnancy (including childbirth, lactation and related medical conditions), status as a protected veteran or any status or characteristic protected from employment discrimination under applicable federal, state and local laws (EEO status). This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, compensation, benefits, promotions, termination, layoff, recall, transfer, and opportunities for training and advancement.

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