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IND Customer Service Representative - Indianapolis, United States - Signature Aviation plc
Description
**IND Customer Service Representative**
**Job ID** 708 **Date posted** 01/24/2022 **Company Name** Signature Flight Support LLC **Job Type** Standard **Job Level** Full time **Job Status** Open **Job Description**
A CSR is expected to:
1. Work as part of a team to provide everyone with a friendly welcome to Signature
2. 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
3. Increase customer satisfaction by understanding and promptly addressing customers needs, which may include identifying and offering additional Signature services
4. Respond to vendor, customer, and team member questions/concerns in an efficient and effective manner
5. Accurately receive, dispatch and completely process customer purchases and fuel transactions in accordance with company procedures
6. Maintain a working knowledge of Signatures facilities, services, website, surrounding areas, and other information commonly asked about by Signatures customers and other visitors
7. Replenish complementary beverages/supplies, as outlined in the facility appearance standard
8. 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
9. Provide visitors with a wide array of concierge services including arranging reservations for hotel stays, ground transportation, catering and customs appointments as requested
10. Assist pilots with access to airport and weather information, portals and computers
11. Assist visitors with their luggage in the FBO and outside to/from aircraft
12. Marshall aircraft, wing walking, placing chocks and cones, and assist line service personnel as needed
13. Abide by emergency response procedures when/if critical events occur
14. Recommend improvements to Signatures standards, administrative procedures, facilities, methods, and practices to the appropriate Signature management personnel
15. Exhibit a positive attitude, consideration and courtesy to everyone at all times
16. Understand, comply with and enforce all security (physical, cyber and data) protocols as dictated by Signature and the airport
17. Create accurate records pertaining to time worked and activities and services performed
18. 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).
1. Regular and reliable in-person and timely attendance for shifts which may include nights, weekends and/or holidays as scheduled
2. Ability to read, understand and comply with all company policies, safety and ethical procedures, and relevant laws, regulations, orders and the like
3. 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
4. Operate a multi-line telephone and use the company-approved greeting
5. Drive cars, vans or other shuttles
6. 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
7. 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
8. Proficiency in computer operations (internet, email, Word) and typing, with an ability to learn new software.
9. 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
10. 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
11. Ability to prioritize and perform multiple tasks simultaneously
12. Ability to lift light to moderately heavy items from the floor and into an aircraft and vice versa
13. Ability to read small print
**Job Qualifications**
To qualify for this position, applicants and those in the role must have:
1. High School diploma or general education degree (GED)
2. Minimum of 18 years of age
3. A valid state drivers license
4. A professional appearance
5. 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 companys applicable insurance policies
6. Ability to successfully and timely complete Signatures training programs
7. Ability to use a computer and email, including passing computer-based training modules
8. Strong verbal and written English communication skills
9. Ability to work flexible schedules and in various weather conditions
10. Ability to perform simple arithmetic (addition, subtraction, multiplication, division, percentages, fractions, angles, degrees, time)
11. Preferred: Three (3) to six (6) months experience and/or training in aviation, FBO, hospitality, customer service or other related field
12. Preferred: knowledge of radio procedures and protocols
**An Equal Opportunity Employer M/F/Disability/Vet**
