Client Services Specialist

About Us:

Slate Aviation is a leading provider of private charter services, specializing in VIP charter services. With a commitment to safety, exceptional service, and attention to detail, we cater to discerning travelers seeking a seamless and personalized flying experience.

Position Summary:

The Client Services Specialist is responsible for delivering exceptional customer service to Slate clients. The Client Services Specialist is expected to acquire an in-depth understanding of each client’s individual travel preferences and provide personalized service as a single point of contact.

The Client Services Specialist will work cross-functionally with the sales, revenue management, accounting, and operations teams to ensure superior trip execution and a flawless client experience. This role will predominately assist in the flight coordination of the Slate Shared Flights.

Key Responsibilities (Essential Functions):

• Directly responsible for the proactive coordination and communication of all flight management details including itinerary details, manifest details, catering requests, on-board service items, ground transportation arrangements, flight following and specific customer requests via email, phone and the Slate app.
• Act as the primary point of contact for customer inquiries, addressing questions, troubleshooting issues, and ensuring a seamless customer experience to enhance customer satisfaction and retention.
• Proactively and simultaneously monitor multiple flight statuses and ensure timely flight updates are made to the passengers.
• Must be able to effectively multitask across multiple systems and platforms, managing concurrent tasks while maintaining accuracy and efficiency.
• Works closely with the operations teams on flight feasibility, operational concerns and weather forecasts. Advises operations of any pertinent customer details to be communicated to the flight crews.
• Proficient in ZenDesk and Salesforce to manage accounts and flights.
• Report flight reliability, completion, and disruption (if any) via Sales Force.
• Provide prompt and concise communications to clients and internal teams with respect to all flight management including itinerary updates, flight delays or disruptions and weather updates.
• Works in partnership with internal and external aircraft operators to ensure recovery aircraft availability during flight disruptions.
• Understands assigned Membership, customer, and trip needs and articulates options to best suit individual requirements.
• Develop relationships with clients and or their Executive Assistants with a high level of professionalism, patience, and guidance.
• Educate existing and new clients on our Shared Flight product, policies, and Slate app usage.
• Guide users through app functionalities and features, offering clear, step-by-step instructions to ensure users can effectively navigate and utilize the Slate app.
• Interfaces directly with FBO personnel and Slate Ground Representatives to advise of any flight disruptions and manage customer requests.
• Takes on client escalations as needed and provides sound solutions and/or compensation.
• Ensures client retention through personalized support interactions, loyalty incentives, and taking proactive action on client feedback.
• Accurately report service issues and provide recommendations for improvement.
• Performs additional assignments and projects as requested.
• Create and maintain client profiles with all pertinent and required information to ensure a consistent flight experience, inncluding sensitive information.

Workplace Expectations

Solution-Oriented

Makes effective decisions with all the necessary information available and is able to find resourceful solutions despite being met with limitations.

Earns Trust

Is respectful when listening and speaking, open to other team member’s perspectives, self-aware and is accountable for mistakes.

Move to Action

Resilient when driving to achieve high-quality and timely results. Does not let roadblocks slow or halt the execution process.

Client Obsessed

Provide world-class customer service. All decisions are evaluated first on what’s best for the client.

Challenge Respectfully and then Get on Board

Speak candidly (keeping in mind Earns Trust) with conviction even when it feels uncomfortable. Harmony is the enemy of finding the best decision. Perspectives should be always supported with data-backed evidence (D3). Once a decision is made, everyone gets on board.

Continuous Development

Never stop learning. Be curious, ask questions. Individual growth supports the scale of the Company.

Required Qualifications:

Education:

• Bachelor's degree or equivalent combination of education and client services experience.

Experience:

• Must have 3-4 years of professional client service experience, travel, hospitality, or similar high-touch customer service experience.

Skills/Competencies:

• Strong problem-solving abilities with a focus on optimizing workflows and identifying process improvements.
• Excellent written and verbal communication skills, with the ability to articulate complex ideas clearly to stakeholders at all levels.
• Must have the flexibility to work in a 24/7/365 Operations Center to cover the needs of the operation and may be assigned to shifts that include days, nights, afternoons, weekends and holidays.
• Thrives in a teamwork environment by sharing specific tasks but can also work independently when needed.
• Fast-paced, high-stakes environment requiring quick thinking and the ability to adapt to rapidly changing circumstances.
• Comfortable using and troubleshooting the Slate app.
• Highly detail oriented with excellent organizational skills.
• Demonstrates Slate’s visions of world-class client services.
• Embody the values of the Slate culture within the Client Services department and the SOC to create and maintain a positive work environment.
• Ability to perform fundamental tasks on a computer and troubleshoot when needed.
• Ability to synthesize, prioritize and precisely execute multiple tasks under time constraints in a dynamic environment with constantly shifting priorities.
• Must be able to handle confidential information.n
• Must be 21 years of age.
• Must have a current, valid driver's license.
• Must have a current passport.

Physical Requirements:

• Prolonged periods of sitting and standing

Job Type: Full-time

Pay: $25.00 - $35.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• Day shift
• Evening shift
• Every weekend
• Holidays

Work Location: Hybrid remote in West Palm Beach, FL 33401

Salary : $25 - $35