Client Services Specialist

GROW WITH THE MOST FORWARD THINKING AND EMPLOYEE CENTRIC JET CHARTER SERVICE!!

Craft Charter, LLC is a rapidly growing private charter service that prides itself on providing a caliber of passenger experience at the height of what the industry has to offer. As a Flight Support Specialist, you will be at the forefront of this ensuring that we provide for and exceed our VIP client's expectations in terms of service, safety, reliability and panache.

Position Summary

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. The position reports to the Director of Customer Experience.

Essential Responsibilities (Include but are not limited to the following):

• 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 additional assignment and projects as required.

Education and/or Work Experience Requirements:

• Minimum 2-3 years of professional private aviation, travel, or hospitality client service experience

• Highly detail oriented with excellent organizational skills

• Possess luxury or high-end guest and client services background

• Possess sound technological skills and ability to quickly learn new programs, CRM experience preferred.

• Ability to prioritize and precisely execute multiple tasks under time constraints in a dynamic environment with constantly shifting priorities

• Highly detailed oriented with excellent organizational skills

• Ability to work independently or in a team environment

• Demonstrable ability to forge trusted relationships with internal and external customers

• Must be able to handle confidential information

• Excellent interpersonal, verbal, and written communication skills

• Complies with Company policies and Standard Operating Procedures.

• Perform other duties and responsibilities as assigned by management

• Able to work in a 24/7/365 operations facility to cover the needs of the operation and may be assigned to shifts that include days, nights, afternoons, weekends and holidays.

We offer an excellent benefits and compensation packet and an awesome work environment!!

Craft Charter is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.