Job Details

Job Details

Job Location
flyExclusive - KINSTON, NC

Secondary Job Location(s)
Raleigh, NC - Raleigh , NC

Position Type
Full Time

Job Shift
4 on - 4 off

Description

Summary and Objective

The Services Lead is responsible for oversight of the day-to-day interaction with all retail clients (fractional, jet club, owners, consumers) to expertly plan all flight activities and associated services. The goal of the Member Services Department is to provide our customers with an uncompromisingly efficient, accurate, consultative, and service-orientated interface with the company for reservations. The customer interface must be friendly, appropriate, helpful, and culturally sensitive.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Providing the highest level of services for all our retail clients
• Manage the daily Member Services team in areas of escalation and mentoring. Provide leadership to the team through both excellent workmanship and ability to precisely train the team members in the day-to-day tasks of the team.
• Supervise the overall workload of the team to ensure the expectations of our membership are achieved each day.
• Be the first point of escalation for all Member Services related issues.
• Providing the highest level of safety, service and quality to all our retail clients
• Creating accurate reservations with all accompanied services such as catering and/or ground transportation.
• Anticipate all customers' needs whenever possible
• Arranges all requested services for our clients prior to their flight, including but not limited to catering, car services, rental cars, etc.
• Gathers all documents required prior to travel including but not limited to passports, international documents including Visas, parental consent forms, etc.
• Follow all procedures and templates, when provided, and quality checks before completion
• Maintain supervisory oversight to ensure that all necessary services are accomplished
• Proactively manage the customer database to facilitate satisfaction from all retail clients.
• Ensure that a proper verbal and written handover is completed to the following rotation Ensure confidentiality for all clients

Skills and Abilities:

• Ability to communicate clearly and effectively through phone, email and personal correspondence.
• Basic understanding of computer applications and data entries
• Ability to communicate clearly and effectively through phone, email and personal correspondence.
• Extensive knowledge of Microsoft Office
• Ensures all new flights built onto the schedule coordinate with the initial request
• Handle preparations for flights on our schedule
• Ability to adapt and respond to different characters
• Exceptional critical thinking and presentation skills
• Ability to multitask, prioritize and manage time effectively
• Must be available and flexible to work variable shifts including weekends and holidays

Other cognitive processing

• Problem finding and solving
• Reasoning and connecting ideas
• Adept quick learning
• Multi-tasking
• Detail orientation

Competencies

• Microsoft Office Suites

Supervisory responsibilities

• Managing daily Member Services team

Work environment

• Typical office and computer lab environment with frequent interruptions
• Mostly indoor office environment
• 4 on, 4 off rotation, 10-hour workday with expectation of supervisory activity outside of daily shifts.

Physical demands

• Ability to see and hear clearly
• Ability to read, comprehend, and speak English clearly
• Ability to sit, stand, and walk for extended periods
• Ability to regularly lift/move up to 20 pounds

Dress Code and Uniform

• Well-groomed appearance
• Adherence to department dress code

Travel required

• None

EEO statement

flyExclusive does not discriminate based on race, color, religion, sex (including pregnancy, sex stereotyping, gender identity, gender expression or transgender status), national origin, sexual orientation, physical or mental disability, age, protected genetic information, status as a parent, marital status, political affiliation, or retaliation based on prior protected EEO activity.

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 job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

Required education and experience

• High School Diploma
• Strong customer service skills
• Ability to lead a daily team
• Ability to work evenings, nights, weekends, holidays
• Ability to sit for long periods of time
• Excellent interpersonal skills
• Previous customer service experience
• More than proficient in data entry
• Must be authorized to work lawfully in the United States, must provide two forms of Federal Identification.
• Candidates must successfully complete a comprehensive background check prior to employment. This includes verification of previous employment, education, criminal history, and any other relevant information necessary to determine the suitability for the position.

Preferred education and experience

• Bachelor's Degree
• Minimum 1 year in Aviation Customer Services role
• Demonstrated leadership capabilities
• 2 to 4 years in Customer Service