Customer Experience Specialist - 2978

The Customer Experience Specialist is responsible for providing top-tier, concierge-level service that enhances the customer experience and leaves a lasting, memorable impression. They consistently embody the Duncan family values of integrity, respect, teamwork, and genuine care for others. This role focuses on delivering exceptional customer interactions through personalization, proactive problem-solving, and attentive service. By understanding each customer deeply, anticipating their needs, and offering tailored solutions, the Customer Experience Specialist handles complex requests with professionalism and care. They ensure seamless, high-quality service at every touchpoint while building trust, loyalty, and an exceptional guest experience.

Essential Job Functions

1. Deliver Personalized Aircraft Arrival and Departure Experiences
   
   Provide a professional, welcoming arrival and departure experience by greeting customers at their aircraft and escorting them between the ramp and the lobby. Coordinate with Project Managers prior to arrival to anticipate needs, stage rental vehicles, and prepare customer materials, badges, transportation, welcome literature, and gifts. Support front desk operations to ensure smooth, polished interactions.

1. Coordinate Customer Offices and Local Accommodations
   
   Work with Project Managers and customers to ensure offices, lodging, transportation, and hospitality services are properly arranged and meet customer expectations. Confirm that all accommodations adhere to quality standards, quickly address any issues, and keep accurate, current reservation and service details within the CRM.

1. Maintain Customer Profiles and Support Experience Operations
   
   Create and maintain detailed customer profiles to support personalized service and proactive engagement. Accurately document preferences, service history, and project details. Assist Project Managers with surveys, documentation, CRM updates, project tracking, and meeting coordination to support consistent communication and service delivery.

1. Provide Concierge, Digital, and Onsite Customer Engagement Support
   
   Deliver personalized concierge services by managing special requests, scheduling appointments, arranging transportation, and coordinating customized events or activities. Support customer engagement through the MyDuncan Portal and other digital tools by providing guidance and clear project updates, proactively managing Duncan wearables, and coordinating onsite internal and customer receptions that reflect Duncan Aviation's commitment to service excellence.

1. Support Ongoing Service Excellence
   Perform additional duties as assigned to support operational efficiency, departmental goals, and continuous improvement, while consistently upholding Duncan family values in all interactions.

1. Champion World-Class, Innovative Customer Experience
   
   Continuously elevate the customer experience by delivering world-class, forward-thinking, innovative, and highly personalized service. Actively seek opportunities to customize and enhance the customer journey at Duncan Aviation through new ideas, thoughtful solutions, and continuous improvement. Partner across teams to anticipate evolving customer expectations and help shape exceptional, differentiated experiences that set Duncan Aviation apart.

1. Provide Confidential Executive and Customer Support
   
   Occasionally, provide administrative and logistical support to the Chairman and Senior Management Team, as requested. This role requires the highest level of confidentiality, discretion, and professionalism in supporting executive matters and customer interactions. Safeguarding sensitive information and maintaining strict confidentiality are critical and ongoing responsibilities of this position.

Job Specific Requirements

• Licenses/Certificates: Driver's License and satisfactory driving record
• Lifting: N/A
• Attendance: Regularly scheduled attendance required
• Other: Proficiency with general computer usage and basic use of MS Office products and other software and data entry
• Competencies: Core: Customer Focus, Decision Quality, Integrity and Trust, Learning on the Fly, Peer Relationships, Problem Solving, Drive for Results and Communication

Education and Experience

• High School graduate or equivalent required
• Minimum six months previous multi-line phone and/or customer service experience preferred

Available Benefits

• Moving is expensive and hard work! Relocation Assistance is available for those that qualify.
• Duncan offers a comprehensive Benefits Package (Medical, Dental, Vision, Vacation/Holiday) that is available to team members on day one.
• Plan for your medical needs with a Health Savings Account (employer and employee contributions).
• Save for your future through our 401(k) program where you can begin contributions within your first 45 days, 50% match on first 6% contributed
• Enjoy Duncan Aviation's On-Site Fitness & Health Clinics at the MRO locations
• Take advantage of a variety of In-House Training opportunities, or use Tuition Assistance to further your education.
  
  

Duncan Aviation is an Equal Opportunity and Affirmative Action Employer. EOE Minorities/Females/Protected Veterans/Disabled