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DescriptionCirrus Aircraft’s Mission is to deliver an aviation experience that is the pinnacle of innovation, quality, and safety to our customers. Cirrus Aircraft is the recognized global leader in personal aviation and the maker of the best-selling SR Series piston aircraft and the Vision Jet™, the world’s first single engine Personal Jet and recipient of the 2017 Robert J. Collier Trophy. Founded in 1984, the company has redefined performance, comfort and safety in aviation with innovations like the Cirrus Airframe Parachute System® (CAPS®) – the first FAA-certified whole-airframe parachute safety system included as standard equipment on an aircraft. To date, worldwide flight time on Cirrus aircraft has passed nine million hours and over 170 people have returned home safely to their families as a result of the inclusion of CAPS® as a standard feature on all Cirrus aircraft. Find out more at cirrusaircraft.com.Cirrus offers a competitive benefits package and is dedicated to the advancement of general aviation. The Cirrus Flying Club offers employees and their family members the unique opportunity to obtain their private pilot’s license in the comfort of a Cirrus or rent a Cirrus for an impromptu adventure at a greatly reduced rate. We are committed to investing in the future of our employees and company by offering professional development and career progression opportunities and we engage employees by offering several employee and family events throughout the year, as well as the opportunity to take part in activity clubs and community events.Job Summary:Responsible for ensuring customer satisfaction to all Cirrus customers from the date the aircraft order is received through the delivery of their aircraft and beyond. The Associate Delivery Experience Advisor will assist the Delivery Experience Advisors with all aspects of the pre-delivery and delivery process.Essential Duties and Responsibilities:Ensure every customer’s experience is a positive one and place the needs and expectations of the customer first
Learn the order configuration process, record orders in the Main List, and cross-check configurations.
Learn and understand SalesForce for recording orders
Learn to use ERP to create customer and sales order numbers
Assist with scheduling customer events that take place at Cirrus with necessary departments
Assist with processing payments (initial deposits, progress payments, final payments, and Cirrus Bucks)
Assist with refund requests and cancellations
If necessary, reach out and coordinate with customer regarding initial deposit
Learn to prepare delivery documents, present, and sign with customer
Learn to maintain and revise checklist for proficiency
Understand the coordination necessary with finance companies for documents required for funding
Archive closed files
Primary back-up coverage for the front desk (create name badges, order lunches, prepare training rooms, create In-House email, etc.)
Order Floor Mats for all domestic customers (coordinate by delivery date and delivery location)
Set up subscriptions for customer deliveries
Assist with financially closing orders
Fill in for DEA deliveries when needed
Create delivery checklists for DLH departure
Gather customer information needed for Garmin warranty set up and provide to Garmin as needed
Coordinate N# and Aesthetics for unsold demo aircraft and ensure that information is available for production prior to their deadlines
Process production waterfall change requests when needed
Schedule Field Service Briefs when needed
Primary contact for pre-owned partners regarding archived aircraft information
Will be required to perform other duties as requested, directed or assigned.
Education and/or Experience:4 year degree or relevant work experience.
Basic knowledge of various aircraft.
Strong organizational skills and excellent customer service.
Job Knowledge, Skills, or Abilities:Excellent communication skills, both written and verbal
Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software (MSWord, Excel, Access, PowerPoint)
Technical skills: provides accurate, neat, and thorough work; pursues training and professional development; and strives to continuously build knowledge & skills and share expertise with others.
Continuous Improvement: Generates and uses creative ideas to improve processes and services; adapts to change, works in an organized manner, uses time efficiently; and displays a positive outlook.
Dependability/Initiative: Assumes ownership of actions; follows instructions, offers ideas, and follows through on commitments; volunteers readily and offers to help and assist when work is complete; and commits to additional hours when necessary.
Attendance: Punctual; observes appropriate break and meal periods; acceptable attendance record; properly utilizes time off request forms.
Organizational Support: Supports organizational goals, objectives, & values; adheres to all company policies & procedures; observes safety & security procedures; 6S (sort, straighten, shine, standardize, sustain, safety).
Ensures Exceptional Customer Service:
Energizes the Cirrus Service Essentials
Strives to improve service performance.
Anticipates guests' needs and responds promptly.
Displays guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
Handles guest problems and complaints.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Overtime hours may be required.
This position is located in Knoxville, Tennessee. Chosen as the location for our Vision Center Campus, the hub of our customer experience activities, Knoxville is often described as a hidden gem. Surrounded by the Smoky Mountains and home to the rambling Tennessee River, the town offers a plethora of outdoor activities and a vibrant downtown. Very few places feature the opportunity to experience live music, culture, outdoor adventures and acclaimed cuisine in one location. It’s no wonder why Knoxville was recently named as a “Top 10 Destination on the Rise” by Trip Advisor.Cirrus is dedicated to a drug free work environment promoting equal employment opportunity. Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital and family status, sexual orientation, receipt of public assistance, genetic information or any other characteristic protected by applicable law.
