Purpose of Position
The Service Representative I is NetJets’ presence onsite for Owners and crew at top volume airports, meeting both arriving and departing flights and ensuring all requested items (catering, ground transportation, special requests) are perfect for each flight. The Service Representative I ensure seamless customer service by proactively collaborating with the airport, FBO, caterers, ground, and other service providers. The Service Representative I is responsible for developing Owner loyalty by nurturing Owner relationships and providing personalized service through knowledge, proactive service, and anticipation of needs. This includes but is not limited to being the onsite Owner advocate; ensuring that Owners are comfortable during flight delays by serving beverages and/or catering; keeping Owners informed of all information provided by our home office during flight delays; personalizing the travel experience by gifting items that align with both the nature of travel and company guidelines. The role involves flexibility in adjusting schedules to flight demand to obtain optimal coverage of Owner flights, troubleshooting operational and service challenges.
Tasks and Responsibilities
- Initiate and develop relationships with Owners by meeting inbound/outbound passengers to provide an exceptional and personalized service that fulfils their special requirements and needs
- Communicate with Owners during their experience at the airport regarding operational issues and service requirements to manage their expectations
- Troubleshoot flight arrivals and departures at FBO (and surrounding airports as needed). Proactively correct issues and mitigate service disruptions, keeping appropriate departments in the communication loop while minimizing pressure and diffusing situations immediately
- Communicate with flight crews regarding local process, Owner information, and assist with coordination of services at local airport
- Develop and maintain positive and professional relationships with vendors in the area (e.g., caterers, ground transport providers, FBOs) to ensure continuous improvement of the service provided to NetJets passengers. Provide vendors with advance notice of peak flight activity and daily reports on forecasted flight departure and arrival information so that the vendors can be sufficiently prepared to effectively manage NetJets’ flights
- Responsible for the daily maintenance of the NJ lounges established at Service Representative location
- Identify and understand Owner concerns and preferences, and report them to the relevant departments and Sales Teams to deliver exceptional service and improve Owner satisfaction and Likelihood to Recommend (LTR)
- Provide Sales and Marketing departments with knowledge of area facilities, prospects, and Owners, to enhance shared knowledge and opportunities for new business
- Travel as required to support the NetJets brand for special events, high flight volume days, training, and development; collaborate with Marketing and Sales to host static events
- Note: It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a full list of essential job functions, please refer to the essential functions worksheet for that position.
Education
Bachelor's in Hospitality or AviationCertifications and Licenses
Years of Experience
2-4 years of experienceCore Competencies
Strives for Positive ResultsCuriosityCollaborationAdaptabilityService-OrientedKnowledge, Skills, Abilities and Other (KSAOs)
- Minimum of 2 years high-end hospitality/customer service experience
- Aviation knowledge
- Professional demeanor
- Excellent verbal and written communication skills
- Solid command of hospitality service to include, at minimum, proper command of language, proper introductions, table settings and basic wine and beverage service.
- Able to work independently within operational guidelines
- Apply situational awareness and able to handle stressful situations while maintaining a positive attitude
- Self-starter, diplomatic, and an effective problem solver, with high self-confidence and an outgoing personality
- Shows empathy, assertiveness, great diplomacy, and confidence in all situations
- Must be willing and can work a varied schedule that can include evenings, nights, weekends, and holidays.
- Must be physically able to stand for long periods, able to lift to 50 lbs. when assistance with luggage is required, walk with purpose, sometimes for long distances or moving from one plane to another on a ramp in all types of weather.
- Working knowledge of MS Word, Excel, SharePoint, MS Teams, and other functional programs.
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