Customer Service Representative - IND
Company: Signature Flight Support Corporation
Location: Indianapolis
Posted on: April 20, 2024
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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 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). 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 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
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 race, color,
religion, sex, sexual orientation, gender identity, national origin
or protected veteran status. 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, Indianapolis , Customer Service Representative - IND, Hospitality & Tourism , Indianapolis, Indiana
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