Customer Service Representative
Signature Flight Support
- Vancouver, BC
Customer Service Representative (Job Number: 24834 )
Description Standards
- Constantly represent Signature in a positive and professional manner regardless of customer requests, complaints, or demeanor.
- Comply with corporate policies and procedures.
- Interact with other employees, suppliers, and customers in a courteous and professional manner.
- Provide exceptional customer service to all Signature customers, suppliers, and employees.
- Communicate work progress and significant issues to the Operations Manager and General Manager.
General Responsibilities
- Provide exceptional customer service to all Signature customers, suppliers, and employees.
- Maintain working knowledge of local hotels, restaurants, rental agencies, and other local attractions.
- Maintain positive customer service relationship with all customers, suppliers, and employees.
- Resolve or refer concerns and complaints to appropriate Signature representative.
Specific Responsibilities
- Comply with Company policies and procedures related to customer service standards, ramp safety and security procedures.
- Process customer purchases and fuel transactions in accordance with procedures.
- Ensure that all documentation, receipts, transactions, accounting records, etc. are accurately completed, processed, and forwarded to the appropriate parties.
- Maintain working knowledge of Signature’s facilities, services, website, surrounding areas, and other information commonly required by customers.
- Maintain the appearance of the interior airport facility and replenishing complimentary beverages/supplies, as outlined in the facility appearance standard.
- Provide customer with professional service and assistance with the following:
- Directions to local attractions
- Assisting customers with line service requests
- Reserving and coordinating car rentals
- Coordinating catering requests
- Assisting customers with other special requests
- Maintain continuous radio contact with line service personnel.
- Receive aircraft service orders and direct line service personnel as appropriate to accomplish service requests in accordance with the Customer Service Manual.
- Assisting pilots with airport, landing, and current weather information.
- Initiating emergency response procedures for aircraft in urgent or distress situations.
- Recommend improvements in standards, administrative procedures, facilities, methods, and practices to the appropriate Signature management personnel.
- Enforce good housekeeping practices through daily inspections of assigned areas for cleanliness, neatness, and compliance with regulations and policies.
- Maintain the appearance of the interior airport facility and replenishing complimentary beverages/supplies as required.
- Provide support to all team members to ensure exceptional customer service.
- Respond to vendor, customer, and employee questions/concerns in an efficient and effective manner.
- Properly use Signet, Flightboard and Hoteltrak in accordance with Company manuals
- Other duties as assigned.
Qualifications
Qualifications
- High school diploma or equivalent
- Excellent telephone and customer service skills.
- Ability to communicate (both written and orally) in English.
- Excellent typing skills
- Proficient in computer operations (internet, email, Word).
- Knowledge of radio procedures and protocols preferred.
- Prior experience working in an airport or Fixed Base Operation environment preferred.
- Prior experience with Signet preferred.
- Prior hospitality experience preferred.
Working Conditions
- A CSR primarily performs work in an office setting.
- Must maintain a valid state driver’s license.
- May be required to work overtime, nights, weekends to support customer or operational requirements.
Physical Requirements
- Ability to perform light to medium lifting as necessary
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