Position at XO Sales LLC
The Client Services Specialist is responsible for delivering exceptional customer service to XO 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.
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 or phone
Works closely with the Trackers on flight feasibility, operational concerns and weather forecasts. Advises Trackers of any pertinent customer details to be communicated to the flight crews
Provide prompt and concise communications to clients and internal teams with respect to all flight management including itinerary updates, flight delays and weather updates
Directly coordinates and communicate any changes that occur related to change in scheduling or aircraft availability
Works in partnership with Aviation Advisor to understand the needs of all passengers 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 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
Performs additional assignments and projects as required
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.
Demonstrates XO’s visions of world-class client services
Embody the values of the XO culture within the Client Services department and the SOC to create and maintain a positive work environment
QUALIFICATIONS & EXPERIENCE
2-3 years of professional private aviation client service experience, travel, hospitality or similar high-touch customer service experience
Highly detail oriented with excellent organizational skills
Ability to synthesize, prioritize and precisely execute multiple tasks under time constraints in a dynamic environment with constantly shifting priorities.
Demonstrable ability to forge trusted relationships with internal and external customers
Must be able to handle confidential information
Dynamic individual who thrives in a fast-paced environment
Undergraduate degree from a high quality academic institution
Excellent verbal and written communication skills
Department: Client Services
Location: Fort Lauderdale, FL
Reports to: Supervisor, Client Services
FLSA Classification: Non-Exempt