Service Representative ; NJUS

Overview

Join the Net Jets Team. Net Jets, 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 Net Jets is the ultimate career destination, offering exceptional benefits and growth opportunities.

The Service Representative I is Net Jets’ 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.

• 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 Net Jets 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 Net Jets brand for special events, high flight volume days, training, and development; collaborate with Marketing and Sales to host static events

Bachelor's in Hospitality or Aviation

2-4 years of experience

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

• 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

Net Jets 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:

• Medical, Dental, and Vision
• 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 a Company match
• Short and Long-Term Disability
• Legal Plan
• Identity Theft Protection Plans
• Pet Insurance
• Family & Caregiving…