Customer Service Lead

Responsibilities for this Position

Customer Service Lead Location: Scottsdale, AZ, US, 85260
Job Category: Fixed Base Operations (FBO)
Career Level: Graduate / Entry Level
Requisition Id: 2720

Since 1967, Jet Aviation has been crafting flight in its smoothest form. From one hangar in Basel, Switzerland, to some 4,000 employees, and some 50 locations worldwide. Aircraft Management, Aircraft Sales, Charter, Completions, Defence, 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 Lead provides exceptional customer service, assists the management team in coordinating the daily activities of the department, displays leadership traits appropriate to handle the day-to-day operations, and inspires new employees to become leaders. Identifies and understands personal values of superiors, subordinates, peers, and others; ensures friendly and efficient service to our customers and adherence to all operating procedures.

Minimum Requirements

• High School Diploma/GED
• 2+ years of work experience in a customer service role
• Ability to read and communicate in English
• Ability to work flexible schedules and in various weather conditions as well as meeting minimum physical requirements of the job described below in the Physical Demands/Work Environment section

Must obtain an Airport ID Badge within 30 days of employment

Main Responsibilities

Greets customers in a welcoming, friendly, and respectful manner.
Adheres to the Departmental Standards of Excellence for exceptional customer service, grooming, and dress code.
Builds a strong sense of teamwork and develops strong communication skills among team members.
Directs some of the day-to-day activities of the Customer Service Representatives.
Directly coordinates employee schedules and assigned tasks with the management team.
Assists with interviewing applicants for open CSR and Senior CSR positions.
Assists the management team in evaluating and assessing the performance of CSR personnel, including documented coaching, warnings, etc.
Encourages active involvement of staff to achieve organizational goals.
Communicates changes or additions to Company or departmental policies to the CSR staff.
Motivates and encourages CSR employees to provide the highest service levels.
Communicates with customers by phone, email, or in person, and receives orders for services that are required during the customer visit.
Coordinates the daily review of cash and credit card transactions and ensures that daily checks and balances have been completed satisfactorily.
Assumes additional responsibilities in the absence of the management team and delegates responsibilities to qualified personnel.
Assists with training and development of the CSR group of employees.
Assists in reconciling daily fuel sales, fuel inventory, and other transactions.
Assists with vendor invoice analysis duties to ensure accurate and timely billing of the appropriate charges, as needed.
Provides direction for the customers to local attractions, activities, and restaurants.
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.
Solicits the sale of new or additional services.

Main Responsibilities Cont.

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.
May be required to monitor the ARINC frequency for communicating directly with the aircraft in route.
Master commonly used radio terminology including military time and the phonetic alphabet.
Assists crewmembers with weather retrieval.
Assists flight crews with arrangements for hotels, ground transportation, catering, customs and other miscellaneous vendor service requirements.
Processes sales transactions using the SAP program, entering all cash and credit card sales and fuel purchase receipts.
Reconciles customer payments to records of customer purchases and to the accounts receivable and SAP.
Adjusts complaints concerning billing or services rendered, referring complaints of service failures to the Customer Service Manager for investigation.
Reports to work in the proper uniform ready to work when the shift starts.
Other duties may be assigned, as needed.
Represent Jet Aviation as one company internally and externally with industry groups, regulatory bodies and the General Dynamics network

Desired Characteristics

Two years related work experience in the aviation industry or a related field
Strong initiative and self-direction
Ability to demonstrate good communication skills
Ability to work calmly and effectively under pressure
Possesses cultural awareness and required sensitivity
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
Possesses exceptional decision-making abilities, responsiveness, and demonstrates ethical behavior
Demonstration and commitment to Jet Aviation values (Trust, Honesty, Alignment, Transparency)

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 their hands and fingers to handle, feel, or reach. The employee may be required to stand, walk or sit for prolonged periods. The employee is occasionally required to climb or balance, kneel, crouch or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds over their heads.

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.

Compensation Data

The posted hourly ranges will default to that of your regional location and will not include any premiums. The baseline range will be as follows: $19.00-$20.00 per hour.

Jet Aviation provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

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 individual's 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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