Customer Service Representative - BOS
Company: Signature Flight Support Corporation
Location: North Billerica
Posted on: April 23, 2024
Job Description:
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.Unless the accommodation would
impose an undue hardship on the operation of our business, we will
endeavor to make a reasonable accommodation to the known
limitations of the Team Member due to pregnancy, childbirth, and
related medical conditions or of a qualified applicant with a
disability. If reasonable accommodation is needed to perform
essential job functions and/or to receive other benefits and
privileges of employment, -
Job Responsibilities
- The following are essential to the job, in addition to those
listed above and on the chart in this description. Certain
functions may be performed in varying weather and environmental
conditions such as precipitation, extreme temperatures, jet engine
fumes, dust, and noise. The tasks are performed inside and outside
near stationary and moving aircraft (including spinning propellers
and engines).
- 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 with others in person, via
telephone, radio communicators, and in writing for purposes of
performing certain job duties and safety.
- Operate a multi-line telephone and use the company-approved
greeting.
- Drive cars, vans or other shuttles in some locations, where
applicable.
- 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 license is required where applicable (based on
locations where driving is required).
- 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.
- Must be legally authorized to work in the country of
employment.
- 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.Qualified applicants will receive consideration for
employment without regard to age, race, color, religion, sex,
sexual orientation, gender identity, national origin, or other
protected characteristics. - -
About Us
From your health to your financial wellness, there are several
benefits for you and your family when joining Signature Aviation. -
- - - -Our Benefits:
- Medical/prescription drug, dental, and vision Insurance
- Health Savings Account
- Flexible Spending Accounts
- Life Insurance
- Disability Insurance
- 401(k)
- Critical Illness, Hospital Indemnity and Accident
Insurance
- Identity Theft and Legal Services
- Paid time off
- Paid Maternity Leave
- Tuition reimbursement -
- Training and Development
- Employee Assistance Program (EAP) & Perks
Keywords: Signature Flight Support Corporation, Springfield , Customer Service Representative - BOS, Other , North Billerica, Massachusetts
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