Customer Service Lead

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Position Summary As a Customer Service Lead you will provide assistance to passengers and crew throughout the different stages of travel through our Jet Aviation FBO's. The job incumbent will be the main point of contact for service requests, inquiries, suggestions and complaints.

Main Responsibilities

Provide the best possible levels of service to our customers in a welcoming, friendly and respectful manner - make the customer feel at home

Increase customer satisfaction by understanding their needs and by responding to inquiries and complaints promptly, fairly and efficiently

Provide product and service information to customers and identify upselling opportunities to maintain and increase income streams from customer relationships

Recommend and implement programs to support customer needs

Attend to handling requests, carry out pre-flight and post-flight administrative tasks and assist flight crews and customers with various service requirements

Participate in the Safety & Quality Management System in accordance to the safety and quality policy and be pro-actively involved in a positive safety culture environment

Identify and report potential hazards and near misses as well as occurrences as required by the reporting system

Lead, guide and coach Customer Service Agent on the procedures and processes of FBO

Represent Jet Aviation as one company internally and externally with industry groups, regulatory bodies and the General Dynamics network

Minimum Requirements

A valid Class 3/3A driving licence

Good communication skills

Common courtesy and customer orientation

Ability to work flexible schedules and in various weather conditions as well as meeting minimum physical requirements of the job

Desired Characteristics

Work experience in the aviation industry or a related field (e.g. hospitality) would be an advantage

Ability to work calmly and effectively under pressure

Excellent communications, customer service and people skillsResults driven - able to execute with high personal accountability

Strong initiative and self-direction

Strong personal values corresponding with 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.

Work Environment 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.

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