CS - Client Relations Manager

The Client Relations Manager’s main objective is to further enhance the customer service levels. The Client Relations Manager will be expected to interact with all customers that use the facility and provide a personal touch to each business transaction. It is anticipated that this higher level of service will translate into increased business levels and greater fuel purchases due to greater customer satisfaction.

Headquartered in Plano, Texas, Atlantic Aviation welcomes customers at more than 100 fixed base operator (FBO) locations – from the Hawaiian Islands to Caribbean islands and all points in between throughout the US. We offer a wide range of aircraft ground handling and flight hospitality services, including fueling and line services, hangar and ramp storage, modern executive terminals for passengers and crews, and much more. We are firmly committed to diversity, equity, and inclusion throughout our network and aspire to be the employer of choice in our dynamic segment of aviation. We invest in enhancements to our safety, service, technology, and strategic infrastructure in order to provide more choices, improved experiences, and better value for customers. Atlantic Aviation intends to lead the way to a more sustainable future for business and general aviation. Atlantic Aviation is “local everywhere” - providing a safe, friendly, and familiar experience across North America. To learn more about Atlantic Aviation or to make a reservation at any of our 100 FBOs, visit AtlanticAviation.com.

Responsibilities

General Duties

• Representation of Atlantic Aviation in a professional and positive manner.
• Application of the principles of the “Atlantic Attitude” at all times.
• Compliance with all Company policies and procedures.
• Interaction with customers, vendors, and Atlantic Aviation employees in a professional and courteous manner.
• Coordinate customer service order requests.Ensure a pleasant and clean work environment.
• Strong working knowledge of customer service principles and the Atlantic Aviation service philosophy.
• Maintain high level of safety and customer service.Develop and maintain customer relationships.

Essential duties and responsibilities include (but not limited to):

• Perform the duties and responsibilities of a Customer Service Representative including greeting customers in a friendly, professional manner and maintain appropriate continuous assistance to customers necessary to ensure good customer relations.
• The Client Relations Manager will promote the usage of all the Atlantic bases to the customer and pass along any customer information to the appropriate sales person at the other bases.
• Greet each pilot and passenger, and assure that their immediate needs of the passenger are taken care of, i.e., ground transportation, directions, etc.
• Greet the flight crew after the passengers are taken care of. Direct flight crews to the concierge desk, offer refreshment and begin taking any service requirements. Conversation should be friendly, unhurried, and show great interest in the individual needs of the customer. Client Relations Manager shall use this time to develop a relationship with the customer.
• Work in conjunction with General Manager to funnel perspective leads to Regional Sales Managers.
• Implementation of monthly tips sent by the marketing department.
• Drive passengers and/or pilots to and from requested locations such as hotels, restaurants, the commercial airport, etc.
• Occasionally drive on the tarmac.
• Will be responsible for creating a data base on customers (Passengers and Crew) who frequent our operation. This data base will include specific information relating to each customer, such as personal likes and service needs, birthdays, anniversaries, etc.
• Coordinate sending birthday cards, anniversary cards and such to our customers.
• In addition to the normal service request items, the Client Relations Manager will attempt to procure or make reservation for special items requested by customers such as tickets to local sports and entertainment events. The Client Relations Manager should be knowledgeable in all local events and should encourage flight crews to attend such events to make their time in the city more memorable.
• Customer Relations Manager should be fluent in the operation of Jetstream.
• The Client Relations Manager must be knowledgeable of all major attraction areas, shopping malls, restaurants and recreational facilities. The Client Relations Manager should have ready-made maps and direction sheets available for customer.
• The Client Relations Manager is required to be familiar with the Company’s standard Use and Occupancy Agreements (U&O) and assist the General Manager periodically in negotiation of new prospective hangar/office/tie down tenants. Assist General Manager in maintaining the U&O’s to include execution of extensions and or terminations of existing lease documents.
• When taking service request, the Client Relations Manager shall update customer information files within the Point of Sale (POS) system. Special needs or preferences, such as hotel preferences, hangar storage, special catering profiles, shall be noted in the Comment section of the customer data base in POS.
• Communicate all service requirements to the CSR’s for the CSR to process. If a certain service item is not available, the CSR will notify the Client Relations Manager who will contact the customer and discuss alternative choices.
• Develop, supervise and participate in any customer appreciation and promotional events at the facility. Participation in industry trade shows may be required at management request.
• Relay all special service requests to the Line Service and Customer Service in effort to ensure that all requests have been handled.
• Ensure operation preparedness when customers have made advanced arrangements.
• Market and promote the Atlantic Network and customer programs to our customers.
• Coordinate customers’ ground transportation and ensure that transportation is available to meet passengers upon arrival to our facility.
• Maintain adequate inventory of give-away items.
• Keep work area neat in appearance at all times.
• Periodically inspect and organize facilities and replenish amenities

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Required Skills

EDUCATION AND QUALIFICATIONS

• High school graduation.
• Valid State Driver’s license and minimum of 18 years of age.
• Minimum of 2 years’ experience in Customer Service or FBO environment.
• Experience with Microsoft Office products including Word and Excel.
• Maintain confidentiality
• Some leadership skills.
• Excellent communication skills, both written and oral.
• Good organizational skills.
• Ability to comprehend and perform basic math calculations with minimal errors.
• Flexible work schedule may include working overtime, nights, on weekends, holidays, and be on call.

PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl, talk and hear. The employee is required to sit, stand and walk. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust and focus.