Description

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.

RESPONSIBILITIES

• 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

POSITION

• Department: Client Services
• Location: Fort Lauderdale, FL
• Reports to: Supervisor, Client Services
• FLSA Classification: Non-Exempt

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