Client Services Specialist

Description

The Client Services Specialist (CSS) is responsible for delivering exceptional customer service to Craft clients. The CSS 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 CSS will work cross-functionally with the sales, accounting and operations teams to ensure superior trip execution and a flawless client experience. The ideal candidate will be patient and be able to redirect a negative experience into a positive conversation with a courteous and calm tone while making others feel valued and heard.

Essential Responsibilities  

• Act as first point of contact for customers reaching out to provide or receive information regarding booked private charter trips.
• Directly responsible for the proactive coordination and communication of all flight operations services including itinerary details, manifest details, catering requests, on-board service items, ground transportation arrangements, flight following and specific customer requests via email or phone.
• Work in partnership with flight support, sales, and other personnel to understand the needs of all customers before and during each flight and upon arrival to destination airports.
• Create and maintain client profiles with all pertinent and required information to ensure a consistent flight experience.
• Interfaces directly with FBO personnel to advise of aircraft arrivals and manage customer requests.
• Effectively communicates and escalates operational customer issues and specific trip logistics as needed.
• Provides proactive and immediate customer communication with respect to customer specific trip logistics.
• Compile service issue reports and provide recommendations for improvement.
• Manage problems and issues using independent judgment and provide sound solutions to ensure client satisfaction.
• Maintain discretion and confidentiality while handling private or delicate client details.
• Handle challenging situations or issues with tact and diplomacy and focus on reading between the lines to predict and prevent potential mishaps.
• Respond quickly, professionally, and accurately to all internal and external correspondence.
• Ensure that data is entered accurately in the CRM system and follow the multi-step verification process.
• Performs other duties as assigned by management. 

Requirements

Skills, Education and/or Work Experience Requirements

•  Must possess a high school diploma or GED.
•  Working knowledge of Part 91 and 135 regulations.
•  Ability to communicate clearly and effectively with internal and external customers at all levels, both written and oral.
•  Attention to detail (schedule conflicts, duty time limitations).
•  Ability to work under pressure and time constraints.
•  Must display a professional demeanor when collaborating with all departments and roles within the organization.
•  Highly organized and ability to prioritize tasks.
•  Ability to work with minimum supervision after initial and on-the-job training is completed.
•  Experience with Microsoft Word, Excel, PowerPoint.
•  Confidentiality related to company and passenger information.
•  Must have a strong safety awareness and the ability to adhere to Safety Management Systems (SMS).
•  Must be able to pass a comprehensive background check.
• 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 position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand;walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.