Customer Service Coordinator Sr (FAR) in GAC Farnborough

Unique Skills

Leads the planning and execution of customer visits, special events, and lounge operations while leveraging expertise in logistics coordination, cultural awareness, hospitality, and customer experience management.

Education and Experience Requirements

• High School Diploma or GED required.
• Work experience in the field of public relations, customer service, and/or related experience.

Position Purpose

Under minimal supervision, coordinates and executes all aspects of Customer Visits, including Level One and VIP Visits to Gulfstream. Responsible for general oversight of the Customer Lounge operations. Supports Customer Relations Manager in coordinating, executing, and staffing various activities and events as assigned. Provides support for other special events and assignments as directed.

Job Description

Principle Duties and Responsibilities: Essential Functions

• Ensures a professional and positive first and lasting impression of Gulfstream is created when greeting and interacting with Customers, VIPs, Dignitaries, and other visitors to the Gulfstream facility.
• Coordinates with all departments requesting assistance with Level One Customers, VIP visits, and all Customer events.
• Executes all aspects of Level One-VIP Visits to include hotel accommodations, transportation needs, catering, entertainment, and other special requirements.
• Plans, coordinates the delivery, and executes high-profile customer events, i.e., our weekly customer appreciation breakfast and the weekly Service Center customer dinner. Restaurant-cafeteria arrangements include menus, table arrangements, wine selection, and special event coordination.
• Coordinates with hanger operations and ramp personnel on customer arrivals and technical debriefs.
• Makes recommendations to the Customer Relations Manager for improvements in vendors, service personnel, facilities, and Customer Visit guidelines, processes, and standards.
• Researches the customs and cultural aspects of Gulfstream international customers to provide accurate information regarding protocol and etiquette, utilizing this information to provide exceptional service.
• Promotes and maintains a positive rapport between Customers, other Gulfstream employees, and local service suppliers to enhance customer satisfaction during Customer and VIP Visits.
• Provides feedback to Customer Relations Manager regarding customers' perceptions and satisfaction levels. Makes recommendations verbally and in writing to the Customer Relations Manager for improvements and/or changes in staffing and facilities.