Client Services Agent at Air Culinaire Worldwide, LLC in Columbus, Ohio

Posted in Customer Service 6 days ago.

Job Description:

Air Culinaire Worldwide, LLC

ACW Clerical
Columbus, OH, US

Salary Range: 16.0000 To 17.0000 (USD) Hourly

Air Culinaire Worldwide, is looking for strong and talented individuals with experience in the customer service industry to join our team in Tampa. Candidates must work well in a high paced, ever changing environment. See more about us here: Watch Me To Learn About How Exciting it is to Work for Air Culinaire Worldwide
We offer healthcare and supplemental benefits (medical, dental, vision, life, short term, long-term disability, pet insurance, and much more), generous paid time off program and 401K Retirement Plan. All full-time employees qualify for full-time benefits.
Click Here to See All the Great Benefits You Will Receive as an Employee

Holidays and weekends will be part of the schedule.
Job Purpose:

The Guest Services Agent On Site is responsible for coordinating catering operations for Air Culinaire Worldwide (ACW) in a manner that is consistent with company policy and procedures, resulting in outstanding guest service and client loyalty. The B2B Account Lead will actively participate in actions that result in enhancements of quality and service.

Under the supervision of the Guest Services Manager, the Guest Services Agent On Site will be responsible for providing a bespoke level of guest service while exhibiting a high level of security with information provided by client while adhering to all details, and ensuring the Guest Service Agents they are leading do the same. The Guest Services Agent On Site will work with Operations, Network, IT, Finance and Marketing & Sales to consistently deliver an incredible experience to our clients within the Air Culinaire system.

Responsibilities and Associated Duties:

  • Daily Duties
    • Contribute to all functions and operations of their respective Guest Services Team
    • Login to assigned phone queue as assigned by management.
    • Oversee the B2B board to ensure orders are being actioned in a timely manner.
    • Monitor VIP list to ensure high touch accounts are given extra attention
    • Coordinate with Shift Leads, On Site Managers, On Site GSAs, and London GSAs to determine appropriate and fair distribution of workload.
    • Ensure all B2B orders are processed accurately and in a timely manner.
    • Ensure B2B orders are quality checked as needed dependent on GSA level and coaching instances.
    • Ensure proper note padding of all pertinent information regarding an order.
    • Using company software to determine approved preferred supplier for assigned order.
    • Researching pricing of custom items utilizing company approved websites.
    • Direct communication within the supply chain regarding order clarity, i.e. in person or via phone and e-mail.
    • Execution of quotes and ensuring you are using all resources to “save” and/or “win” by applying appropriate promotional code/discount as directed by manager.
    • Upsell items based on clients requested menu.
    • Logging Process Events according to department policy.
    • Process Event solutions by following company issued credit matrix and/or involving immediate management support.
    • Perform self QC of orders ensuring accuracy of requested menu items, ensuring all appropriate fees are present and making sure any potential GPQC issues are minimized prior to submitting the order to the kitchen or manager for further QC.
    • Making sure that once orders are QC’d and submitted that you are taking the necessary steps to get the order confirmed and closing the circle on the order, i.e. contacting supplier via phone or e-mail.
    • Be an expert resource on your B2B account. Act as point person for any B2B account questions presented by GSAs on shift.
    • Based on repeated questions asked by GSAs, identify and report any necessary GSA training or re-training to Operations Manager responsible for Training and Development
    • Engage in GSA B2B Training and Development as needed, under the direction of the Operation Managers
    • Responsible for actioning and maintaining the electronic Passdown for B2B accounts
    • Communicate any issues that need to be passed down to management at shift close for communication to subsequent shift personnel.
    • Join Management on scheduled weekly calls with B2B Account Managers
    • Join Management and Account Managers on calls with Clients as needed
    • Engage Operations Manager, Director or VP of Guest Services as needed.

  • As Needed Duties
    • Contribute B2B account information to the Shift Lead for “huddles”.
    • Handling of escalated issues direct with the customer, kitchen or vendor as needed – in conjunction with Guest Services Manager.
    • Participation as requested in meetings with Guest Services Managers, Network (Bi-weekly), On-Sites (As needed), Customers (As needed).
    • Participating in meetings to discuss direction/concerns within department.
    • Any additional duties as assigned by management.

Measures of Success:

  • Specific Job Responsibilities
  • Stellar Customer Service
  • Integrity & Accountability
  • Entrepreneurial Spirit
  • Teamwork Commitment

Knowledge, Experience and Skill Requirements:

  • High School diploma or equivalent required, Bachelor’s Degree in Hospitality or Culinary Field preferred.
  • Experienced in handling client relationships in a business environment.
  • Prior experience with catering/culinary operations or hospitality required, including basic knowledge of culinary terms and practices.
  • Prior experience in aviation fields a plus.
  • Possess exceptional organizational skills and the ability to multi-task during the course of regular business operations.
  • Must be capable of professional communication, both verbally and written.
  • Proficient in Basic Computer Navigation, MS Outlook/Word/Excel
  • Knowledge of modern office procedures and methods including telephone communications, office systems, record keeping, and proper formatting/etiquette of correspondence.
  • Ability to establish priorities on a daily basis, work independently, proceed with objectives and resolution of issues.
  • Schedule flexibility is a must, including evening, weekend or holiday hours as necessary.

This position description highlights a general description of duties and responsibilities. Employee(s) may be assigned other duties, in addition to or in lieu of those described herein, and any duties are subject to change at any time, according to the needs of the location or Company.
  • We require all applicants to submit information in order to process the following pre-employment tests and U.S. employment authorization:
    • Criminal Background Check
    • Pre-employment Drug Test
    • E-Verify
*We are a promote-from-within company and top performers can achieve career goals quickly in this fast-paced growth organization!

Air Culinaire Worldwide, LLC. does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect the status of any employee because of race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, age, disability, citizenship, veteran status, or military or uniformed services, in accordance with all applicable governmental laws and regulations.PI154912253
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