Service Representative I (NJUS)

About the role

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 are perfect for each flight. This role involves flexibility in adjusting schedules to flight demand to obtain optimal coverage of Owner flights, troubleshooting operational and service challenges.

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
• 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

Requirements

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
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

Core Competencies

• Service-Oriented
• Curiosity
• Collaboration
• Adaptability
• Strives For Positive Results

How NetJets Supports You

• Medical, Dental, and Vision benefits
• Healthcare Advocacy
• Employee Assistance Program
• Flexible Spending Accounts
• Health Savings Account with annual employer contribution
• Wellness Programs & Discounts
• Paid Time Off
• Parental Leave of Absence
• Life and Accident Insurance
• Voluntary benefits (financial protection plans)
• 401(k) plan, with 67% of every dollar you contribute matched by NetJets
• Short and Long-Term Disability
• Legal Plan
• Identity Theft Protection Plans
• Pet Insurance
• Family & Caregiving Support