Concierge
This is a rare opportunity to join a dedicated team that is committed to the highest quality workmanship, integrity and customer satisfaction, and to join a company undergoing renewed vigor and growth under new ownership since 2014 and following a company name change in 2021 to signal growth and an expanded mission.
There is a tremendous innovation and compelling opportunity within the world of aircraft services - particularly at Forge Flightworks. Forge is a multi-year, national award-winning authorized FAA Repair Station that sells, installs and maintains avionics systems for general aviation aircraft, including business jets, turboprops and piston engine airplanes. The company has served customers across the country and internationally since 1981, from its location in greater Nashville, Tennessee. Recently, the company has begun to expand into the broader aircraft refurbishment space, which includes aircraft interiors, airframe services, and more.
Summary of the Role:
Forge now has an immediate need for a Concierge. This full-time role, which reports to the Project Manager, is a primary point of contact for our customers and plays an important part in many processes that map to various functions in our organization each day.
The successful Concierge is a goodwill ambassador of our brand and is organized and technically competent to perform a variety of administrative tasks with minimal supervision. The Concierge must be effective as a communicator and put in practice our company�s Core Values, including in particular, Hospitality.
Key Responsibilities:
� Be the primary point of initial contact at our front desk and via phone for our customers, and provide proactive support as needed for customer ground transportation, lodging and other logistics.
� Act as liaison between the Forge Avionics Service technical team and customers to ensure timely communication and action to help keep projects proactively scheduled and moving forward without delay.
� Provide timely response to inbound customer phone or email initial inquiries using the company�s templates and capture this information in the relevant internal systems to facilitate the company�s Sales Process.
� Support Sales, Project Management and our technical teams by regularly updating Excel spreadsheets and other workflow documents.
� Be the primary person completing transactions, closing work orders (invoices), and processing manufacturer warranty registrations and claims.
� Manage the creation and final disposition of each Work Order and Repair Order folder, and proactively engage other team roles in accordance with the company�s established Business Workflow and processes.
� Run the company�s Customer Satisfaction survey process, which includes making a follow-up call to each customer after completion of a project, and capturing and sharing information about customer experience.
� Provide marketing support from time to time. This includes proactively sending out timely reminders to customers to schedule recurring maintenance, taking high-quality, impactful photos of completed projects.
� Support and facilitate new hires through onboarding process, which includes FAA documentation and other administrative tasks.
� Operate in accordance with Forge�s FAA-approved Repair Station Manual and with the highest level of ethics and integrity.
Key Competencies and Attributes:
� Passion for delighting customers and practicing hospitality. Exhibit a genuine customer service orientation.
� Passion for aviation, learning, innovation and achievement.
� Exemplary professionalism and skill in customer engagement and customer empathy.
� Professional appearance, demeanor and presence.
� Exceptional and accurate interpersonal communication skills � verbal and written.
� Self-motivation and the ability to work in a self-directed, organized way.
� Willingness to work alongside others in the team - as part of the team - and lead by example.
� Integrity, trustworthiness, work ethic, good judgment and dependability.
� Demonstrable computer usage expertise in Microsoft Office apps � Outlook, Excel, Word and Powerpoint.
� Quickly trainable to be deeply proficient in other computer apps and services, such as transaction processing, Salesforce, MailChimp email marketing, Alchemer online survey system, and EBis line of business software.
� Compliance with company policies and procedures.
Education and Experience:
� Preferred Experience: At least two years in a concierge or customer service role, ideally in general aviation avionics, airframe or powerplant services; in automotive; or in a some other technically complex industry.
� Required Experience: At least one year success in a concierge, customer service or sales role, ideally in a technically complex industry.
� Required Education: High school diploma or equivalent.
� Preferred Education: College / university degree, technical degree or experience in hospitality, aviation or some other related discipline.
� Other Preferred Credentials: hospitality industry or aviation-related degree or certification.
Compensation:
At Forge Flightworks, each associate is a valued resource. Forge offers a stable yet exciting environment that has fostered a surprisingly long tenure for its team members. Contributing to this inviting workplace is a compelling overall compensation package that includes:
� Competitive compensation.
� 401(k) retirement program with generous company match.
� Group health insurance.
� Company-provided term life insurance, short-term disability, and long-term disability coverage.
� Access to an innovative array of additional ancillary benefits subsidized or paid for by the company.
� Paid Time Out, including eight paid holidays each year, for unsurpassed work/life balance.
� Discounts on Forge Flightworks products and services.
Job Location:
This role is based at Forge Flightwork�s location in greater Nashville, TN, known the world over as �Music City� � a vibrant and growing area offering an incredible quality of life. The Smyrna/Rutherford County Airport is the most active general aviation airport in Tennessee and third most active airport overall in the state. Forge is located at 624-B Fitzhugh Blvd, Smyrna, TN.
Travel:
This role may encompass some degree of travel primarily for regional events and occasional customer outreach efforts. No more than 3% travel estimated or expected.
Employment Statement:
Forge Flightworks is an equal opportunity employer. We celebrate diversity.
For More Information and to Apply:
� Send your resume to: C------------
� Please see the company�s website: www.ForgeF------------
This is a rare opportunity to join a dedicated team that is committed to the highest quality workmanship, integrity and customer satisfaction, and to join a company undergoing renewed vigor and growth under new ownership since 2014 and following a company name change in 2021 to signal growth and an expanded mission.
There is a tremendous innovation and compelling opportunity within the world of aircraft services - particularly at Forge Flightworks. Forge is a multi-year, national award-winning authorized FAA Repair Station that sells, installs and maintains avionics systems for general aviation aircraft, including business jets, turboprops and piston engine airplanes. The company has served customers across the country and internationally since 1981, from its location in greater Nashville, Tennessee. Recently, the company has begun to expand into the broader aircraft refurbishment space, which includes aircraft interiors, airframe services, and more.
Summary of the Role:
Forge now has an immediate need for a Concierge. This full-time role, which reports to the Project Manager, is a primary point of contact for our customers and plays an important part in many processes that map to various functions in our organization each day.
The successful Concierge is a goodwill ambassador of our brand and is organized and technically competent to perform a variety of administrative tasks with minimal supervision. The Concierge must be effective as a communicator and put in practice our company�s Core Values, including in particular, Hospitality.
Key Responsibilities:
� Be the primary point of initial contact at our front desk and via phone for our customers, and provide proactive support as needed for customer ground transportation, lodging and other logistics.
� Act as liaison between the Forge Avionics Service technical team and customers to ensure timely communication and action to help keep projects proactively scheduled and moving forward without delay.
� Provide timely response to inbound customer phone or email initial inquiries using the company�s templates and capture this information in the relevant internal systems to facilitate the company�s Sales Process.
� Support Sales, Project Management and our technical teams by regularly updating Excel spreadsheets and other workflow documents.
� Be the primary person completing transactions, closing work orders (invoices), and processing manufacturer warranty registrations and claims.
� Manage the creation and final disposition of each Work Order and Repair Order folder, and proactively engage other team roles in accordance with the company�s established Business Workflow and processes.
� Run the company�s Customer Satisfaction survey process, which includes making a follow-up call to each customer after completion of a project, and capturing and sharing information about customer experience.
� Provide marketing support from time to time. This includes proactively sending out timely reminders to customers to schedule recurring maintenance, taking high-quality, impactful photos of completed projects.
� Support and facilitate new hires through onboarding process, which includes FAA documentation and other administrative tasks.
� Operate in accordance with Forge�s FAA-approved Repair Station Manual and with the highest level of ethics and integrity.
Key Competencies and Attributes:
� Passion for delighting customers and practicing hospitality. Exhibit a genuine customer service orientation.
� Passion for aviation, learning, innovation and achievement.
� Exemplary professionalism and skill in customer engagement and customer empathy.
� Professional appearance, demeanor and presence.
� Exceptional and accurate interpersonal communication skills � verbal and written.
� Self-motivation and the ability to work in a self-directed, organized way.
� Willingness to work alongside others in the team - as part of the team - and lead by example.
� Integrity, trustworthiness, work ethic, good judgment and dependability.
� Demonstrable computer usage expertise in Microsoft Office apps � Outlook, Excel, Word and Powerpoint.
� Quickly trainable to be deeply proficient in other computer apps and services, such as transaction processing, Salesforce, MailChimp email marketing, Alchemer online survey system, and EBis line of business software.
� Compliance with company policies and procedures.
Education and Experience:
� Preferred Experience: At least two years in a concierge or customer service role, ideally in general aviation avionics, airframe or powerplant services; in automotive; or in a some other technically complex industry.
� Required Experience: At least one year success in a concierge, customer service or sales role, ideally in a technically complex industry.
� Required Education: High school diploma or equivalent.
� Preferred Education: College / university degree, technical degree or experience in hospitality, aviation or some other related discipline.
� Other Preferred Credentials: hospitality industry or aviation-related degree or certification.
Compensation:
At Forge Flightworks, each associate is a valued resource. Forge offers a stable yet exciting environment that has fostered a surprisingly long tenure for its team members. Contributing to this inviting workplace is a compelling overall compensation package that includes:
� Competitive compensation.
� 401(k) retirement program with generous company match.
� Group health insurance.
� Company-provided term life insurance, short-term disability, and long-term disability coverage.
� Access to an innovative array of additional ancillary benefits subsidized or paid for by the company.
� Paid Time Out, including eight paid holidays each year, for unsurpassed work/life balance.
� Discounts on Forge Flightworks products and services.
Job Location:
This role is based at Forge Flightwork�s location in greater Nashville, TN, known the world over as �Music City� � a vibrant and growing area offering an incredible quality of life. The Smyrna/Rutherford County Airport is the most active general aviation airport in Tennessee and third most active airport overall in the state. Forge is located at 624-B Fitzhugh Blvd, Smyrna, TN.
Travel:
This role may encompass some degree of travel primarily for regional events and occasional customer outreach efforts. No more than 3% travel estimated or expected.
Employment Statement:
Forge Flightworks is an equal opportunity employer. We celebrate diversity.
For More Information and to Apply:
� Send your resume to: C------------
� Please see the company�s website: www.ForgeF------------