Client Support Specialist - Customer Excellence Job

Purpose of Position

The Scheduling Specialist’s primary role is to provide complete scheduling oversight for all FlightSafety internal/external customers with the best overall customer service experience. The Scheduling Specialist facilitates all coordination of regulatory and operator training requirements between FlightSafety and its customers and clients.

Tasks and Responsibilities

The following duties are essential to the successful and satisfactory performance of this job.  Other duties may be assigned

• Manages tasks such as scheduling customers/clients, sending confirmations, creating new customer/client accounts, updating client information.
• Manage all aspects of client training schedules and coordinate with customers on specific training needs and requirements that may impact schedule modifications.
• Understands regulatory requirements and verifies training objectives.
• Acts as back-up focal for TSA tracking for incoming clients. 
• Perform Export Compliance checks as needed.
• Verify/collect pre-training documents.
• Call customer/clients to confirm attendance and training objectives.
• Manage client retention program. 
• Act as primary point of contact for assigned program(s) by Interacting and communicating with internal and external customers as well as regulatory agencies.
• Familiarity with FlightSafety’s product and services, when possible provide customers with additional training available to enhance the overall experience and ultimately generate more sales and revenue. 
• Review and understand country specific guidance and/or documentations and provide the most up to date information to ensure clients/customers and instructors are adhering to all regulatory requirements. 
• Responsible to assess, organize, plan and assign resources to customer training events, instructor training and qualifications. 

Minimum Education

Bachelor’s degree in Business or Aviation Management preferred or three (3) years’ related experience and/or training; or equivalent combination of education and experience; equivalency years’ experience substitution must be in related field.

Minimum Experience

-Achieved a master level of all responsibilities of Scheduling Specialist, Associate. One (1) to two (2) years of aviation experience preferred.-Requires knowledge of aviation industry terminology, FARs, and prerequisites for FlightSafety International courses, as specified by FAA/NAA regulations.

Knowledge, Skills, Abilities

-Excellent customer service skills.-Knowledge of aviation terminology as specified by FAA/NAA.-Knowledge of basic scheduling concepts and/or experience with scheduling software.-Detail oriented with excellent organization and time management skills.-Excellent verbal and written communication skills.-Ability to interact with various levels of management in a professional manner.-Ability to adapt to changes rapidly and perform in a fast-paced work environment. -Results-oriented with high drive to achieve objectives and standards with little supervision or guidance. -Customer/client oriented and ability to adapt/respond to different types of personalities.-Fluency in English, through both verbal and written communications; able to speak, understand, read and write.-General knowledge of the following software: MS Office Suite, TMS Systems, CRM.

Physical Demands and Work Environment

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; and communicate. The employee may be required to stand; walk; sit.Specific vision abilities required by this job include the ability to view monitors, technical documents, and reference material. The noise level in the work environment is usually low to moderate.