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Full Time
3/27/2025
White Plains, NY 10601
(23.1 miles)
JOB DESCRIPTIONSignature’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 SignatureCollaborate, 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 partiesIncrease 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 mannerAccurately receive, dispatch and completely process customer purchases and fuel transactions in accordance with company proceduresMaintain a working knowledge of Signature’s facilities, services, website, surrounding areas, and other information commonly asked about by Signature’s customers and other visitorsReplenish complementary beverages/supplies, as outlined in the facility appearance standardEnforce good cleanliness practices through daily inspections in assigned areas for good hygiene, neatness, and compliance with regulations and policies, and take corrective actions as neededProvide visitors with a wide array of concierge services including arranging reservations for hotel stays, ground transportation, catering and customs appointments as requestedAssist pilots with access to airport and weather information, portals and computersAssist 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 neededAbide by emergency response procedures when/if critical events occurRecommend improvements to Signature’s standards, administrative procedures, facilities, methods, and practices to the appropriate Signature management personnelExhibit a positive attitude, consideration and courtesy to everyone at all timesUnderstand, comply with and enforce all security (physical, cyber and data) protocols as dictated by Signature and the airportCreate accurate records pertaining to time worked and activities and services performedOther duties as requestedRESPONSIBILITIESThe 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 documentsOperate 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.QUALIFICATIONSTo 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 appearanceAbility 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 programsAbility 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 fieldPreferred: knowledge of radio procedures and protocolsPay ranges vary based on multiple factors, including, without limitation, skill sets, education, shift worked, responsibilities, seniority, geographical market, merit, output, productivity, prior training or experience, and travel. The pay starting rate for this position is $19.25/ hour, per the collective bargaining agreement.ABOUT USSignature Aviation is the world's largest Fixed Base Operators (FBO) network, with over 200 locations and 5,000 employees globally. This worldwide FBO network is home to essential business and private aviation support services, including refueling, hangarage, maintenance, repair and overhaul, and other world-class amenities with exceptional customer service. We are renowned for delivering an exceptional guest experience and seek like-minded team members to ensure that every interaction reflects our commitment to excellence and hospitality.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 InsuranceHealth Savings AccountFlexible Spending AccountsLife InsuranceDisability Insurance401(k)Critical Illness, Hospital Indemnity and Accident InsuranceIdentity Theft and Legal ServicesPaid time offPaid Maternity LeaveTuition reimbursementTraining and DevelopmentEmployee Assistance Program (EAP) & Perks 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.
Full Time
4/9/2025
Westhampton, NY 11977
(41.7 miles)
JOB DESCRIPTIONThe Guest Experience Specialist often serves as the face of Signature while interacting with guests, crew members, and coworkers in a professional, friendly, and courteous manner. A Guest Experience Specialist’s primary responsibility is to consistently guarantee every guest has an exemplary experience by demonstrating reliability service and value for the service it offers guests. Certain functions may be performed in varying weather and environmental conditions such as precipitation, extreme temperatures, jet engine fumes, dust, and noise. This person in this position must be able to work flexible schedules, including night, holiday, and weekend shifts. Some tasks are performed inside and outside near stationary and moving aircraft (including spinning propellers and engines).RESPONSIBILITIESEssential Duties and Responsibilities:(Other duties may be assigned)Meet and greet guests and crews as they arrive at our facility and provide a warm, friendly greeting while escorting them to the front entrance, aircraft, or vehicles.Effectively collaborate, cooperate, and work closely with all team members, guests, and other visitors to ensure services are promptly and correctly handled in a professional and courteous manner. This includes ensuring an efficient and accurate transfer of information through various methods between and among guests, the private aviation terminal (PAT), other Company departments, and external parties.Accurately receive, dispatch, and completely process guest purchases and fuel transactions in accordance with Company procedures. May assist with some general accounting work and financial record keeping.Provide visitors with a wide array of concierge services including arranging reservations for hotel stays, ground transportation or rental cars, catering, and customs appointments as requested.Manage guest, crew, and/or visitor inquiries, resolve requests, handle billing disputes, and address concerns in an efficient and effective manner.Maintain a working knowledge of Signature’s facilities, services, website, surrounding areas, and other information commonly asked about by guests.Monitor arriving and departing flights and communicate with aircraft to coordinate services and assign to the Airside Experience Team.Use real-time system management (SIGops/SIGnet) to log and schedule requested services, change service status, and supervise the operation’s flow by appropriately prioritizing services.Ensure all departing aircraft have all requested amenities such as catering, coffee, ice, and newspaper.Maintain and stock amenities in guest areas and ensure that lobby, pilot facing spaces, and restrooms are clean and free of debris.Promote and sell the Company’s services and products to aircraft passengers and crew.Assist crews and guests with luggage, provide transportation from the facility to commercial terminal, hotel, or other nearby locations as required, and fulfill special requests. Assist pilots with access to weather information, portals, and computers.Identify crewmembers, passengers, visitors, and vendors in accordance with all security procedures.Stop work when an unsafe condition or act is likely to cause harm to people, the environment, Company or guest assets, or the Company’s reputation if the work continues. Report concerns to the appropriate manager and cooperate in addressing the unsafe act or condition.Abide by emergency response procedures during critical events.Understand, comply with, and enforce all Signature and airport security (physical, cyber and data) protocols.Create accurate records pertaining to time worked and activities and services performed.Use the Company contact management system to review, capture, and update customer preferences to provide a more personalized service experience.Assist the Airside Experience team to ensure our guests receive an exceptional experience. Services include without limitation, valeting customer vehicles, wing walking, placing chocks and cones, and positioning stairs/jetway to aircraft.Assist airlines with passenger service functions in certain locations as needed.QUALIFICATIONSMinimum Education and/or Experience:High School Diploma or General Education Degree (GED).At least 1 year of customer experience-related work in retail, hospitality, or sales is preferred.Must possess a valid state driver’s license.Minimum of 18 years of age.Ability to pass company background checks (criminal and motor vehicle), drug tests, meet airport background check requirements to receive and maintain an airport security badge, and be insurable by the Company's applicable insurance policies.Must be legally authorized to work in the jurisdiction of employment.Must be able to exercise good judgment and follow directions/directives from supervisor/management.Ability to drive standard and automatic transmission vehicles is preferred.Additional essential knowledge and skills:Hospitality Skills: Excellent guest service skills with an energetic, outgoing, and guest-obsessed personality. Must be able to anticipate and act on guest needs and prioritize guest requests and job responsibilities by exhibiting a keen ability to multi-task in a fast-paced environment. Must be able to maintain professionalism and confidentiality. Experience with conflict resolution in a hospitality environment is preferred.Language Skills: Clearly communicate in English with others in person, via telephone, radio communicators, and in writing for purposes of performing certain job duties and safety-sensitive tasks.Ability to read and comprehend documents such as safety rules, operating instructions, and procedure manuals.Math Skills: Ability to perform simple arithmetic (addition, subtraction, multiplication, division, percentages, and fractions).Communication Skills: Able to use telephone, fax, two-way radio, email, or text messaging to contact guests, crew members, team members, or emergency personnel.Critical Thinking / Reasoning Ability: Ability to use rational thought to analyze and evaluate information, and to make informed decisions in a fast-paced environment.Interpersonal Skills: Ability to get along and work well with others. Excellent interpersonal skills for effective collaboration with team members and service to guests.Multitasking: Ability to handle multiple tasks simultaneously while maintaining attention to detail. High level of concentration is required to ensure accuracy in a busy setting.Computer Skills: Ability to use a computer, learn necessary company software and timely complete Signature’s training programs.Pay ranges vary based on multiple factors including, without limitation, skill sets, education, shift worked, responsibilities, seniority, geographical market, merit, output, productivity, prior training or experience, and travel. The pay range for this position is $ 24.00 to $26.00 / hourly.ABOUT USSignature Aviation is the world's largest Fixed Base Operators (FBO) network, with over 200 locations and 5,000 employees globally. This worldwide FBO network is home to essential business and private aviation support services, including refueling, hangarage, maintenance, repair and overhaul, and other world-class amenities with exceptional customer service. We are renowned for delivering an exceptional guest experience and seek like-minded team members to ensure that every interaction reflects our commitment to excellence and hospitality.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 InsuranceHealth Savings AccountFlexible Spending AccountsLife InsuranceDisability Insurance401(k)Critical Illness, Hospital Indemnity and Accident InsuranceIdentity Theft and Legal ServicesPaid time offPaid Maternity LeaveTuition reimbursementTraining and DevelopmentEmployee Assistance Program (EAP) & Perks 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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