Customer Experience Ambassador

6 days ago

East Granby, Connecticut, United States BBA Aviation Plc. Full time
Job Summary

This role is located on-site only in Hartford, CT. The primary responsibility of the Customer Experience Representative is to guarantee every guest has an exemplary experience. The enthusiastic and engaging individual delivers customer service with poise. The Customer Experience Representative should demonstrate reliability in the Company's value and service it offers guests. The Customer Experience Representative is always courteous, professional, and proactive. They instill in the new and existing customers that Signature goes above and beyond to fulfill their customers' needs.

Key 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).

  • Comply with Bombardier, Learjet, and Signature policies and procedures related to customer service standards, ramp, safety, and security procedures.
  • Ensure customer needs are preemptively met and the customer project managers are informed of all customer requirements/specifications. Pulse check daily with customers onsite to ensure they are sufficiently taken care of and issues are escalated appropriately.
  • Act as the liaison for customer's comments/ suggestions/ roadblocks. Report findings to Learjet General Manager. Manage the action tracker to ensure comments, suggestions, and roadblocks are addressed.
  • Act as the onsite representative of the CSAT and Pulse Check surveys (owned by the Sales Enablement team). Assist the general manager with related action items.
  • Share responsibilities related to maintaining the customer area, including offices, business center, and onsite meeting rooms, and ensure that customers are well served during their visit (reception, assisting in event planning, catering, etc.).
  • Be responsible for maintaining the concierge area, including aesthetic appearance and cleanliness.
  • Be responsible for all activities related to customer events such as restaurant, hotel, transportation, entertainment coordination and reservations, event planning, personal shopping, and personal welcome packages at hotels.
  • Plan, acquire RSVP, set up, serve and breakdown weekly Customer Luncheon services.
  • Ensure aircraft services, catering, ground transportation, and all other flight support needs are in place for the customer's arrival and departure.
  • Be responsible for ensuring all internal personnel are present during customer visits for a customer briefing, etc.
  • Meet and greet arriving aircraft to provide a warm, friendly greeting. Be at the departing aircraft to thank the crew and passengers for choosing Bombardier.
  • Have knowledge of company services, communicate, and promote network pricing and loyalty programs.
  • Resolve customer requests, questions, and concerns regarding Bombardier and Learjet services or products.
  • Answer and respond to questions from crew and passengers. Follow up in a timely manner via telephone, email, or letter as appropriate.
  • When necessary, transport crew, passengers, or VIPs to and from the facility to hotels, restaurants, and commercial terminals.
  • Coordinate ground transportation and staging of personal vehicles for passengers and crew. Ground transportation includes administrative tasks related to rental car agreements, where applicable by site.
  • Learjet's site crew car administration to include, key handling, scheduling, and monitoring cleanliness, where applicable by site.
  • Utilize CRM or the company contact management system to review, capture, and update customer preferences to provide a more personalized service experience.
  • Create memorable first impressions for customers through personal interaction and unique experiences, which add value to their overall satisfaction.
  • Recognize frequent customers to deliver personalized and efficient service with each visit.
  • Identify crewmembers, passengers, visitors, and vendors in accordance with Bombardier and Learjet security procedures.
  • Facilitate and assist, when necessary, customers with loading and unloading baggage.
  • Anticipate customers' needs and follow through to ensure all needs are met.
  • Act as a model customer service employee with a leading example of principles, attitudes, knowledge, etc.
  • Complete administrative and front desk duties as assigned or requested by the facility (examples include but are not limited to assisting with new aircraft closings from meet and greet to customer departure, meeting space arrangements, clerical tasks (i.e., printing, scanning, etc.), place fuel orders, coordinate notary services, reception team coverage for security purposes).
Requirements

Essential Job Functions:
  • Clearly communicate in English with peers, vendors, and customers using the proper tone via in-person, telephone, radio communications, data entry, reports, email, and hand-written correspondence for purposes of performing certain job duties and safety.
  • Ability to read, understand, and comply with all company policies, safety and ethical procedures, relevant laws, regulations, orders, and the like.
  • Drive vehicles in areas congested with moving and stationary aircraft, vehicles, and equipment.
  • Ability to prioritize and perform multiple tasks simultaneously with the potential to solve practical problems in situations where only limited standardization exists.
  • Ability to perform simple arithmetic (addition, subtraction, multiplication, division, percentages, fractions, angles, degrees, time).
  • Ability to detect phishing attempts and avoid attempts by others to infiltrate the Company's computer network through practicing safe computer use and complying with company IT policies.
  • Regular and reliable in-person and timely attendance.
Additional knowledge and skills:
  • Have an energetic, outgoing, and customer-centric personality.
  • Maintain professionalism and confidentiality.
  • Experience with conflict resolution in a customer service environment is preferred.
  • Be able to prioritize customer requests and job responsibilities by exhibiting a keen ability to multi-task in a fast-paced environment.
  • Have the ability to think strategically and to lead.
  • Have strong customer-facing experience with innovative problem-solving skills.
  • Have the ability to work well independently and as a productive team member.
  • Be customer-oriented and have the ability to adapt/respond to different types of characters.
  • Have a high proficiency in MS Office and database software.
  • Be available for scheduled and overtime work (occasional evenings, weekends & special events).
To qualify for this position, applicants and those in the roles must have:
  • High school diploma or general education degree (GED).
  • Must possess strong interpersonal, oral, and written communication skills.
  • Must possess a valid state driver's license.
  • Have experience in customer service and interfacing with customers, and/or aviation experience is preferred.
  • Minimum of 18 years of age
  • 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.
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.

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