Service Representative I (NJUS)

NetJets

Sterling (VA)

On-site

USD 40,000 - 55,000

Full time

14 days+

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Benefits offered by this job

Medical, Dental, and Vision

Paid Time Off

401(k) plan with company match

Flexible Spending Accounts

Job summary

NetJets is seeking a Service Representative I in Sterling, Virginia, to provide exceptional service to Owners and crew at top volume airports. The role includes proactively collaborating with various service providers to ensure a seamless travel experience and nurturing Owner relationships.

The ideal candidate will have a Bachelor's in Hospitality or Aviation and 2-4 years of experience. NetJets offers a range of benefits including medical, dental, and a 401(k) plan with company match.

Qualifications

Minimum of 2 years high-end hospitality/customer service experience.
Able to work independently within operational guidelines.
Must be physically able to lift up to 50 lbs.

Responsibilities

Initiate and develop relationships with Owners to provide personalized service.
Communicate with Owners regarding operational issues and manage expectations.
Troubleshoot and correct service disruptions.

Skills

Customer service experience

Aviation knowledge

Excellent communication skills

Adaptability

Education

Bachelor's in Hospitality or Aviation

Tools

MS Word

Excel

SharePoint

MS Teams

Job description

Overview

Join the NetJets Team. NetJets, the global private aviation leader for more than 60 years, provides the pinnacle of private travel, defined by a signature commitment to unwavering safety, personalized service, and reliable global access. Discover why NetJets is the ultimate career destination, offering exceptional benefits and growth opportunities.

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 ensures seamless customer service by proactively collaborating with the airport, FBO, caterers, ground, and other service providers. The role is responsible for developing Owner loyalty by nurturing Owner relationships and providing personalized service through knowledge, proactive service, and anticipation of needs. This includes acting as the onsite Owner advocate, ensuring Owners are comfortable during flight delays by serving beverages and/or catering; keeping Owners informed of information provided by the home office during delays; personalizing the travel experience by gifting items aligned with the nature of travel and company guidelines. The role requires flexibility in adjusting schedules to flight demand to obtain optimal coverage of Owner flights and 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 airport experience regarding operational issues and service requirements to manage expectations
Troubleshoot flight arrivals and departures at FBO (and surrounding airports as needed). Proactively correct issues and mitigate service disruptions, keeping appropriate departments informed while minimizing pressure and diffusing situations promptly
Coordinate with flight crews regarding local processes, Owner information, and services at the local airport
Develop and maintain positive and professional relationships with local vendors (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 activity and daily reports on forecasted flight information
Responsible for the daily maintenance of the NJ lounges established at the Service Representative location
Identify Owner concerns and preferences, and report them to relevant departments and Sales Teams to deliver exceptional service and improve Owner satisfaction and Likelihood to Recommend (LTR)
Provide Sales and Marketing 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

Education

Bachelor's in Hospitality or Aviation

Certifications and Licenses

Years Of Experience

2-4 years of experience

Core Competencies

Service-Oriented
Curiosity
Collaboration
Adaptability
Strives For Positive Results

Knowledge, 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 including introductions, table settings and basic wine and beverage service
Able to work independently within operational guidelines
Apply situational awareness and 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, diplomacy, and confidence in all situations
Must be willing and able to work a varied schedule including evenings, nights, weekends, and holidays
Must be physically able to stand for long periods and lift up to 50 lbs when assisting with luggage
Working knowledge of MS Word, Excel, SharePoint, MS Teams, and other related programs

How NetJets Supports You

NetJets is proud to provide a variety of attractive benefits to our employees, including many at no cost. Benefits include Medical, Dental, and Vision with access to nationwide providers. Our comprehensive suite of benefits supports your Mind, Body, and Life, including: