Position: Customer Experience Representative Manager
Reports To: The Customer Experience Manager Representative will report to FBO Director.
FLSA Status: Exempt
Department: Operations
Job Overview:
Embassair’s Customer Experience Manager directs and oversees all customer experiences around the FBO to guarantee every guest has exemplary experience all around our FBO. They will deliver above and beyond service while engaging with all entities that come to and through the FBO. Develops and maintains strong relationships with customers and vendors. Promotes a positive team environment to better serve our customers. The Customer Experience Manager is always courteous, enthusiastic, professional and proactive. The goal should always be to provide the customer(s) with a wow effect. The work environment is a very high paced one that includes vast variety of communication, proficient computer skills, attention to detail, some aviation knowledge, overall interpersonal skills, among many other duties.
Responsibilities and Duties:
The Customer Experience Manager (CEM) role extends to all areas of the FBO.
- Supervise and lead the Customer Experience Representatives team responsible for handling customer service requests and resolving customer issues.
- Report on working on time and remaining at the FBO as operational needs require. Work schedules may include days, evenings, weekends, holidays, and overtime as requested by management. The employee must maintain flexible availability.
- Perform personnel-related functions including interviews, assisting with recruitment, scheduling, training, performance evaluations, employee recognition, and disciplinary actions. Address complaints and resolve problems.
- Monitor the performance of all team members to ensure technical accuracy, professionalism, and compliance with company policies and procedures.
- Manage security throughout the FBO.
- Establish and maintain excellent working relationships with customers, vendors, and all business partners of Embassair.
- Maintain a high level of customer satisfaction. Monitor and promptly address any service irregularities while implementing preventive measures to avoid future occurrences.
- Ability to read, understand, and comply with all company policies, safety and ethical procedures, and applicable laws.
- Communicate clearly in English and with the appropriate tone in person, by telephone, fax, radio communications, and through various forms of written communication including data entry, emails, and handwritten documents.
- Coordinate and facilitate transportation for customers between the airport terminal, local hotels, and other destinations as required.
- Provide assistance and personalized recommendations to flight crews regarding dining, accommodation, entertainment, and other local services, and make reservations when required.
- Escort and transport crew members and passengers to and from aircraft when necessary.
- Assist customers with loading and unloading baggage when required.
- Respond to customer requests, questions, and concerns regarding the Company's services and products.
- Recognize repeat customers in order to provide personalized and efficient service during each visit.
- Ensure all departing aircraft have the requested services and amenities in place.
- Create memorable first impressions through personalized interactions and unique experiences that enhance overall customer satisfaction.
- Anticipate customer needs and follow through to ensure all expectations are met.
- Serve as a role model for customer service by demonstrating the expected principles, attitude, and knowledge.
- Demonstrate initiative and autonomy by:
- (i) anticipating customer needs and requests;(ii) completing open job tasks;(iii) immediately reporting any observed safety concerns to the appropriate stakeholders.
- Be proficient in computer systems including internet, email, office software, data entry, and demonstrate the ability to learn new software applications.
- Work effectively as part of a team, maintain positive relationships with others, understand and follow lawful directions and instructions the first time they are given, comply with all company policies and procedures, and ask questions when clarification is needed.
- Periodically review all customer‑facing and internal procedures, ensuring they remain current, accurate, and updated based on service experience, operational feedback, and internal policies and directives.
- Ability to handle stressful situations and high-profile clientele with composure, effectiveness, discretion, professionalism, and strong cultural awareness and sensitivity.
- Ability to prioritize and perform multiple tasks simultaneously.
- Ability to lift lights to moderately heavy items from the ground into an aircraft and vice versa.
- Ability to stand for extended periods of time.
Qualifications:
- Associate’s degree (A.A.) or equivalent from a two-year college or technical school. 3 years related experience or equivalent combination of education and experience.
- Minimum of 18 years of age
- A valid state driver's license
- A professional appearance
- Must possess strong interpersonal, oral and written communication skills.
- Proficient with personal computers and Microsoft office products.
- Ability to pass background checks (criminal and motor vehicle), drug tests, receive and maintain issuance of an airport security badge, and be insured by the company’s applicable insurance policies
- Ability to successfully and timely complete training programs
- 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)
- Wear uniform and insignia as prescribed by the Company.
- 3 years of experience and/or training in aviation, FBO.
- General aviation experience.
- Spanish fluency preferred
Pay: $60,000.00 - $75,000.00 per year
Work Location: In person
