Customer Experience I

Purpose:

Citadel Completions is seeking a highly motivated, self-starter and experienced Customer Experience Specialist I(“CESI”). As a CES I, you will be one of the first individuals who will interface with our customers, vendors and visitors.  For customers, you will prepare for their arrival, book flights, rental vehicles and accommodation as needed. Additionally, for customers, vendors and visitors you will gather the required information to create access badges and credentials and when applicable, Chennault Airport Access and driving.   You will ensure our customers, vendors, and visitors have exceptional interactions, and that their specific needs, not limited to amenities and information, are met. You will assist in refining our high standards for ensuring they are serviced with excellence, and professionalism in every interaction.

Responsibility and Accountability Statement:

As a CESI at Citadel Completions, your main duty is to collaborate and assist Customer Experience team members in creating positive experiences for our customers. You will be the primary administrative and liaison support for the business, customers, vendors, and visitors.  Job duties include but are not limited to ordering supplies for the business and amenities for our customers, providing support for all customers (internal and external), as well as vendors and visitors. Organize and schedule appointments on the CE calendar. Possessing empathy, curiosity, and innovative thinking are key in this role to understand our business initiatives and customer goals, and to contribute toward achieving our company objectives and continuous learning.

This role requires dependability and accountability to be a team player toward enhancing our customers&39; encounters with Citadel.  Through effective communication skills and commitment to excellence, you&39;ll serve as a trusted resource for our customers, providing guidance and support throughout their experience with us.

You will assist in the collaboration with cross-functional team members, to identify opportunities to improve the customer experience and ensure that we consistently provide exceptional service. Your performance will be measured based on internal and external customer feedback, and satisfaction. With a strong work ethic, attention to detail, and passion for customer service, you&39;ll play a key support role in maintaining Citadel Completions&39; reputation as a leader in the completions industry.

Essential responsibility - Provide best-in-class customer service that exceeds clients&39; expectations and projects a positive attitude with high energy, diplomacy, and creativity in work strategies and maintain a professional presence at the front desk.

Essential Job Functions:

1. Manage the issuance, printing, and tracking of all assigned badges and work with team ensure required badges for clients are pre-printed and ready for pick up.
2. Handle all supply ordering, including coffee, office supplies, Sam&39;s Club items, etc.
3. Assist in ensuring that Customer office signs are created before their arrival; their office(s) are stocked with snacks; drinks and any other needed items (notepads, pens, etc.).
4. Per week assist CES Team by checking offices for needed items, such as snacks, drinks, coffee, and basic office supplies.
5. Manage mail pick-up and distribution.
6. Use shared calendars enter appointments, arrivals and departures to communicate customer arrivals and departures well in advance to ensure a smooth and seamless experience for our clients: Access and use of SharePoint: for all completed documents to be stored.
7. Seek to understand customers&39; specific needs and support our customer experience vision by delivering exceptional experiences with every single interaction.
8. Be a team player and support the CES team, as needed as relationships with clients are developed to improve their overall service level and to ensure worldwide coverage for clients.  

Minimum Qualifications or Experience:

• Associate degree in customer service or hospitality.
• A can do service oriented attitude with prior customer service experience. 
• Excellent verbal and written communication skills. 
• Self-motivated with great initiative to solve unique and complex problems. 
• Ability to thrive in a fast-paced and sometimes high-pressure environment. 

• 1-2 years in High End Hospitality Industry  
• 1-2 years VVIP/VIP Aircraft Customer Service 

• Ability to effectively collaborate with team members and cross-functional teams and/or work independently to ensure Customer(s) arrivals; stay and departures go seamlessly.
• Ability to handle multiple tasks and manage time efficiently.
• Passionate for providing exceptional customer service.
• Excellent communication skills, both verbal and written.
• Proficiency in MS Office (MS Excel and MS PowerPoint) and customer service software applications. 
• Excellent organizational and problem-solving skills to prioritize workload according to business demands and works well under pressure.  
• Proficiency in travel booking systems.
• Proven experience as a Customer Service Specialist or similar role.
• Passion for providing exceptional customer service and a commitment to serving the needs of our clients.
• Problem-solving and conflict resolution skills.
• Strong interpersonal skills with the ability to build rapport quickly.
• Ability to think independently and collaboratively to resolve unexpected issues and to proactively anticipate customer needs.