Client Services Specialist

Client Services Specialist are responsible for delivering exceptional customer service to Company clients. 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 predominantly assist in the flight coordination of the Company Shared Flights.

Job Duties:

• Coordinate and communicate flight details, including itineraries, manifests, catering, ground transportation, flight following, and customer requests via email, phone, and the Company app.
• Monitor multiple flights proactively and provide timely updates to passengers.
• Collaborate with operations teams on flight feasibility, weather forecasts, and operational concerns, ensuring relevant customer details are communicated to flight crews.
• Report flight reliability, completion, and disruptions in Salesforce.
• Communicate promptly with clients and internal teams about itinerary updates, delays, disruptions, or weather changes.
• Partner with internal/external aircraft operators to ensure recovery aircraft availability and coordinate scheduling or aircraft changes.
• Work with the sales team to meet passenger needs and provide pre-flight, in-flight, and post-arrival support.
• Build client and Executive Assistant relationships, educating them on shared flight products, policies, and app usage.
• Collaborate with FBO personnel and ground representatives to manage flight disruptions and customer requests.
• Escalate and resolve operational issues, trip logistics, and client concerns, providing solutions and compensation as needed.
• Enhance client retention through personalized support, loyalty incentives, and proactive feedback responses.
• Create and maintain detailed client profiles, ensuring consistent and sensitive handling of information.
• Contribute to service issue reports, recommending improvements, and performing additional assignments as required.
• Maintain flexibility to work in a 24/7/365 operations center with variable shifts, including nights, weekends, and holidays.
• Embody and promote the company culture and vision for world-class client service within the Client Services team and SOC

Location: 25% In person/75% Remote - required to have dedicated workstation in quiet environment.

Education and Experience:

• Some College or Relevant Work Experience
• Customer Service Experience in Aviation

Job Type: Full-time

Pay: $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:

• 8 hour shift
• Day shift
• Nights as needed
• Weekends as needed

Work Location: In person

Salary : $35