Client Service Representative

Tradewind Aviation is a leading Part 135 commuter and on-demand private charter operator with operational bases at the Waterbury/Oxford, CT (OXC), Westchester, NY (HPN), Stuart, FL (SUA) and San Juan, PR (SJU) airports. Founded by aviation enthusiasts in 2001 on the premise that all flights deserve the highest quality aircraft, crew, and service, Tradewind provides personal air travel—both private and scheduled service—throughout North America and the Caribbean.

For more details visit www.flytradewind.com

ABOUT THE CANDIDATE / ROLE

Tradewind Aviation is looking for a full-time Client Services Representative to be based in person at our office in Oxford, CT.

The ideal candidate will have an instinct to anticipate guest’s needs to envision a seamless trip from start to finish to produce optimum results. We are looking for a friendly, confident, and thoughtful person to bring personal service to every interaction.

• Must be flexible to adjust work schedule for seasonality and changes in demand.
• Ability to work non-traditional hours to include evenings, holidays, and weekends.

ESSENTIAL FUNCTIONS

• Collect trip details for all private charter flights including client and passenger information, passport information, client preferences, special requests, connecting flight information, and flight following point of contact.
• Ensure the billing information is complete and payment is received according to terms.
• Coordinate, arrange and confirm trip logistics including catering, ground transportation, and special requests.
• Confirm all trip details are complete and send day-prior itineraries to charter clients.
• Monitor potential or actual operational issues (weather, mechanical, delays) and communicate effectively with client.
• Act as liaison between the Dispatch team and charter clients to ensure accurate and timely updates.
• Follow up with charter clients after trip completion, create trip reports and record issues.
• Pursue resolutions to trip issues.
• Work with Finance team to resolve outstanding payment issues.
• Build relationships with customers with a focus in understanding who they travel with and what their flight preferences are.
• Collect and report billable charter client expenses to Finance department.
• Other duties as assigned.

REQUIRED QUALIFICATIONS

• Part 135 private charter experience preferred.
• Strong communication skills (verbal and written), attention to detail, organizational and time management skills.
• Ability to de-escalate difficult situations in a calm, professional manner.
• Self-motivated with the ability to work as part of a close team.
• Independent problem solver.
• Ability to effectively interact with clients, employees, and all levels of management.
• Ability to coordinate and work on multiple projects at once.
• Ability to handle and maintain the confidentiality of sensitive information while exercising independent judgement and discretion.
• Ability to work with frequent changes in procedures, directions, and outcomes.
• Ability to work non-traditional hours to include evenings, holidays, and weekends.
• Must be flexible to adjust work schedule for seasonality and changes in demand.

PHYSICAL REQUIREMENTS

• Strength to lift up to 15lbs
• Ability to sit at a desk and use a computer for extended periods
• Ability to hear and speak clearly on the phone and in meetings (in person or virtual)
• Ability to use hands and fingers to operate a computer keyboard, mouse, and standard office equipment.

WORKING CONDITIONS

• Prolonged periods of sitting at a desk, use of computers and office equipment
• Indoor Office setting with standard lighting and temperature

Benefits

• Competitive salary
• Medical, Dental, Vision, FSA/DCA and 401(k) plan
• Paid vacation and sick days
• Paid Maternity/Paternity Leave
• Fun, dynamic team with opportunities for rapid advancement
• Travel benefits on various US and International airlines