Customer Service Representative
Company: BBA Aviation Plc.
Location: Teterboro
Posted on: March 19, 2023
Job Description:
Job ID 6442Date Posted 03/07/2023Location Teterboro, New
JerseyAirport Teterboro AirportCompany Signature Flight Support
LLCJob Type Full timeJob Level Standard
Job Description
Signature Aviation is a market leading global aviation services
provider with over 220 locations and 6,000 employees
worldwide.Eligible team members enjoy a wide array of benefits
including health and welfare options, generous 401K match, paid
time off, tuition assistance, and limitless opportunities for
training and development.
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
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
- Increase customer satisfaction by understanding and promptly
addressing customers' needs, which may include identifying and
offering additional Signature services.
- 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, website, surrounding areas, and other information
commonly asked about by Signature's customers and other
visitors
- 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, and take corrective actions as needed
Provide visitors with a wide array of concierge services including
arranging reservations for hotel stays, ground transportation,
catering and customs appointments as requested
- 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/if critical events
occur
- Recommend improvements to Signature's standards, administrative
procedures, facilities, methods, and practices to the appropriate
Signature management personnel
- Exhibit a positive attitude, consideration and courtesy to
everyone at all times
- Understand, comply with and enforce all security (physical,
cyber and data) protocols as dictated by Signature and the
airport
- Create accurate records pertaining to time worked and
activities and services performed
- Other duties as requested Job Responsibilities
The following are essential to the job, in addition to those listed
above and on the chart in this description.
- While a CSR largely works inside the FBO, some components of
this position are performed outside on the airport ramp
- Certain functions may be performed in varying weather and
environmental conditions such as precipitation, extreme
temperatures, jet engine fumes, dust and noise. The tasks performed
outside may be near stationary and moving aircraft (including
spinning propellers and engines).
- Regular and reliable in-person and timely attendance for shifts
which may include nights, weekends and/or holidays as
scheduled
- Ability to read, understand and comply with all company
policies, safety and ethical procedures, and relevant laws,
regulations, orders and the like
- Clearly communicate in English and with the proper tone in
person, via telephone, fax, radio communicators, and in various
forms of writing such as data entry, email and hand-written
documents
- Operate a multi-line telephone and use the company-approved
greeting
- Drive cars, vans or other shuttles
- Ability to detect phishing attempts and avoid attempts by
others to infiltrate the Company computer network through
practicing safe computer use and complying with company IT
policies
- Independently and proactively (i) anticipate customer
needs/requests, (ii) perform open job tasks, and (iii) immediately
speak up and/or point out observed safety concerns to all
stakeholders
- Proficiency in computer operations (internet, email, Word) and
typing, with an ability to learn new software
- Work well as part of a team, get along with others, understand
and follow lawful directions and instructions the first time,
follow all company policies and procedures, and ask questions to
clarify instructions
- Ability to handle stressful situations and high-profile
clientele with poise, effectiveness, confidentiality and
professionalism and always with a sense of cultural awareness and
sensitivity
- Ability to prioritize and perform multiple tasks
simultaneously
- Ability to lift light to moderately heavy items from the floor
and into an aircraft and vice versa
- Ability to read small print Job Qualifications
To qualify for this position, applicants and those in the role must
have:
- High School diploma or general education degree (GED)
- Minimum of 18 years of age
- A valid state driver's license
- A professional appearance
- Ability to pass background checks (criminal and motor vehicle),
drug tests, receive and maintain issuance of an airport security
badge, and be insurable by the company's applicable insurance
policies
- 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)
- Preferred: Three (3) to six (6) months experience and/or
training in aviation, FBO, hospitality, customer service or another
related field
- Preferred: knowledge of radio procedures and protocols
An Equal Opportunity Employer including Disability/Vet
Keywords: BBA Aviation Plc., Clifton , Customer Service Representative, Other , Teterboro, New Jersey
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