JetStream Associate

Cirrus Aircraft is the recognized global leader in personal aviation and the maker of the best-selling SR Series piston aircraft and the Vision Jet™, the world’s first single engine Personal Jet and recipient of the 2017 Robert J. Collier Trophy. Founded in 1984, the company has redefined performance, comfort and safety in aviation with innovations like the Cirrus Airframe Parachute System® (CAPS®) – the first FAA-certified whole-airframe parachute safety system included as standard equipment on an aircraft. To date, worldwide flight time on Cirrus aircraft has passed nine million hours and over 170 people have returned home safely to their families as a result of the inclusion of CAPS® as a standard feature on all Cirrus aircraft. The company has three locations in the United States, located in Duluth, Minnesota, Grand Forks, North Dakota and Knoxville, Tennessee. Find out more at www.cirrusaircraft.com

Job Summary

As a member of the Cirrus JetStream team, the JetStream Associate will be responsible for supporting the JetStream Account Managers in their execution of JetStream program renewals- a comprehensive jet-ownership program in place to streamline a predictable cost of ownership.

An understanding of high-level customer service is essential to the daily functioning of the Jetstream Associate. As a customer-facing role, the Associate is expected to provide prompt and professional responses to customers, handling communication with a strong focus on customer service.

The Associate is responsible for after-market subscription renewals and general customer inquiries, including but not limited to Wi-Fi, TAP Blue, Sirius XM Audio & Weather, Jeppesen and Garmin Connect. The Associate communicates daily with various teams, both internally and externally to monitor subscription usage, complete renewals, and ensure that proper transactions for the renewal process are finalized. The Associate is expected to be data-driven and detail-oriented at all times.

In addition to anticipating the needs of the team, the JetStream Associate will foster a positive workplace atmosphere energizing Cirrus Service Essentials (i.e. passion, care, integrity, professionalism, etc) both in the office and at Cirrus-wide events.

Attention to detail is imperative while continuously improving processes such as contract preparation, invoice processing, mass communications, subscription troubleshooting, project management, and other duties as assigned.

This role coordinates and works closely with multiple parts of the organization and partners of the organization: Field Service, Service Center Partners, Training Partners, Pre-Owned Sales Partners, External & Internal Sales Teams, and Flight Scheduling.

 The candidate for this role is:

• Service-oriented


• Intrinsically motivated to build relationships and create world-class experiences


• Able to solve dynamic and technical problems


• Data-driven and detail-oriented


• Able to sell, cross-sell, and up-sell the InFlight WiFi data packages in order to extend the length of customer terms further into the future, and ensure the customer is set up for success with the terms of their agreement


• Capable of working with an appropriate sense of urgency


• Highly planned (proactive and organized) and holds themselves accountable to deadlines


• Capable of developing internal relational equity and coordinating large groups into an agreement towards resolution that aligns with customer needs and organizational interests/processes


• Good communication practices


• Adds a positive and optimistic demeanor to our team culture


• Utmost professionalism in all Cirrus and customer-related spheres, especially when present at events.

Qualifications

To perform the role of the JetStream Associate successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Bachelor’s Degree required


• 1+ years of customer service, marketing, sales, and/or hospitality required. Aviation experience preferred.


• Strong customer service orientation


• 0-2 years experience in a self-motivated role working within a team


• Excellent interpersonal and communication skills, both written and verbal


• Ability to prioritize and multitask in a dynamic environment


• Ability to plan, design, execute, and supervise the following processes to support customer service:
  
  
  
  • Project Management to support the team
  
  
  • WiFi Renewals
  
  
  • Contract Management
  
  
  • Planning/Scheduling Service & Collaboration to support scheduling training
  
  
  • Collaboration to relay parts to service
  
  
  • Collaboration of multiple departments to create alignment on projects, documentation edits, event plans, and more.
  
  
  
  


• Ability to clearly explain tasks when cross training to ensure uninterrupted customer service


• Produces high quality results through thoroughness and accuracy when accomplishing tasks, both large and small

• Well versed in standard Microsoft Office Suite, Adobe, DocuSign, SalesForce, Mass Communication System (preferably Marketing Cloud).


• Professional demeanor in the midst of escalated customer conversations over the phone, email, and in person at events.


• Ability to learn highly technical concepts with retention and build on product knowledge to present to customers in detailed sales-related conversations.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies: 

• Drives Results: Consistently achieve results, even under tough circumstances.


• Ensures Accountability: Holds self and others accountable to meet commitments.


• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.


• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.


• Optimizes Work Processes: Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.


• Ensures Exceptional Customer Service:


• Energize the Cirrus Service Essentials


• Anticipates guests' needs and responds promptly.


• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.


• Handles guest problems and complaints.


• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.


• Empowers employees to provide excellent customer service.


• Strives to improve service performance.

Our Benefits: Cirrus provides a range of exciting benefits, including:

• 401(k) Plan: Dollar-for-dollar match up to 5% after 90 days, with 100% vesting after one year of employment.


• Employer-Paid Coverages: Group term life, short- and long-term disability insurance.


• Comprehensive Health Coverage: Medical, vision, dental, with additional dependent coverage options.


• Free Health Tracking: With rewards for meeting health goals.


• Generous PTO: 120 hours accrued within the first year.


• Employee Referral Bonus: For referring talented candidates.


• Career Development: Tuition reimbursement and professional growth opportunities.


• Exclusive Discounts: Access to partner and marketplace discounts.


• Community & Engagement: Company and employee clubs at various locations.

These benefits are designed to support your well-being, growth, and enjoyment at Cirrus!

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position.  Duties, responsibilities, and activities may change at any time with or without notice.  Work beyond 40 hours per week may be required. 

Cirrus is dedicated to a drug free work environment promoting equal employment opportunity.  Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital and family status, sexual orientation, receipt of public assistance, genetic information or any other characteristic protected by applicable law.