Customer Experience Representative

Location
Dulles, Virginia
Salary
Not Specified
Posted
Mar 13, 2019
Closes
Mar 26, 2019
Sector
Other
Job Role
Customer Service
Job Type
Permanent
Hours
Full Time
Degree Required
High School
Manages Others?
No
We Service Private Jets!  
The primary responsibility of the Customer Experience Representative is to guarantee each and every guest has an exemplary experience. The enthusiastic and engaging individual delivers customer service with poise. The Customer Experience Representative should demonstrate reliability in the value of the company and service it offers to guests. The Customer Experience Representative is always courteous, professional, and proactive. Instill in the new and existing customers that Signature goes above and beyond to fulfill their customers’ needs. 
Expectations:   
  • Comply with Company policies and procedures related to customer service standards, ramp, safety, and security procedures. 
  • Meet and greet arriving aircraft to provide a warm, friendly greeting to Signature. Be at departing aircraft to thank crew and passengers for choosing Signature. 
  • Have knowledge of company services, communicate, and promote network pricing and loyalty programs. 
  • Ensure aircraft services, catering, ground transportation, and all other flight support needs are in place for the customer’s arrival. 
  • Coordinate ground transportation and staging of personal vehicles for passengers and crew. Answer and respond to questions from crew and passengers. Follow up timely via telephone, e-mail, or letter as appropriate. 
  • Utilize CRM or the company contact management system to review, capture, and update customer preferences to provide a more personalized service experience. 
  • Coordinate and facilitate transportation as needed for customers by vehicle to and from airport terminal and local hotels as needed. 
  • Assist with planning, organizing, and preparing for company or customer events. 
  • Identify crewmembers, passengers, visitors, and vendors in accordance with the Company’s security procedures. 
  • Transport crew, passengers or VIP’s to and from the facility to hotels, restaurants, and commercial terminal when necessary. 
  • Offer assistance and provide personal recommendation to crew members for food, lodging, entertainment, etc. Assist with personal reservations when required. 
  • Escort and transport crew and passengers to and from aircraft when necessary. 
  • Facilitate and assist, when necessary, customers with loading and unloading baggage. 
  • Resolve customer requests, questions, and concerns regarding the Company’s services or products. 
  • Recognize frequent customers, so as to deliver personalized and efficient service with each visit. 
  • Ensure all departing aircraft have all requested services and amenities. 
  • Create memorable first impressions for customers through personal interaction and unique experiences, which add value to their overall satisfaction. 
  • Anticipate the needs of customers and follow through to ensure all needs are met. 
  • Exemplifies and acts as a model customer service employee with a leading example of principles, attitudes, knowledge, etc. 
  •  
  Position Requirements   
  • We are looking for team members with a High School Diploma or General Education Degree (GED). 
  • Excellent interpersonal, verbal, and written communication skills. 
  • Must possess a valid state Driver’s License. 
  • Previous customer service experience preferred.  
  • Previous FBO experience a plus. 
  • Have an energetic, outgoing, and customer-centric personality. 
  • Maintain professionalism and confidentiality. 
  • Experience with conflict resolution in a customer service environment preferred. 
  • Be able to prioritize customer requests and job responsibilities by exhibiting a keen ability to multi-task in a fast-paced environment. 
  •  
An Equal Opportunity Employer M/F/Disability/Vet  
   Primary Location  United States-Virginia-Dulles-Washington Dulles International Airport    Schedule  Full-time    Employee Status  Regular  

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