Summary:
The Manager, Client Relations is responsible for managing their respective Client Relations team members and Line Service Technicians, ensuring all are following standard protocols and achieving KPIs. The Manager, Client Relations will oversee service failure resolutions, team schedules, client account onboarding and management, and act as a point of escalation for any trip issues. A successful Manager, Client Relations will be highly motivated with strong cross-functional communication and relationship building skills, with great organizational and attention to detail skills, as well as exhibiting strong leadership qualities.
Duties & Responsibilities:
- Accountable for the wellbeing of clients by ensuring team is consistent with communication and trip deliverables.
- Oversee passdowns between team members.
- Manage, update, and maintain all client accounts, preferences, expectations, using company systems.
- Coordinate with Flight Operation Departments to ensure service standards are met and/or exceeded and identify any potential issues.
- Proactively communicate, document, and resolve complaints, escalating to senior management as necessary.
- Provide internal and external follow-up to resolve any service failures appropriately.
- Perform Client Relations and Base Representative, Client Relations duties as needed.
- Engage with the sales team to identify any clients who are under-pacing and work to increase their flying.
Manager Duties & Responsibilities:
- Directly manage the team by providing clear direction, support, and feedback to ensure alignment with company goals and objectives
- Mentor team members, identify skill gaps, and implement training to enhance performance.
- Conduct regular 1:1 meetings and quarterly meetings with the team, set goals and objectives, and address any performance issues promptly and effectively.
- Foster a collaborative and positive work environment promoting teamwork, open communication, and professional growth.
- Regular and predictable on-site attendance, requiring minimum quarterly travel.
- Demonstrate Jet Linx’s core values and “Supply the High” in all interactions.
- Performs other duties as assigned.
Knowledge, Skills & Abilities:
- Ability to understand and tailor all actions in accordance with defined Jet Linx service standards
- Establish and maintain effective relationships with clients
- Ability to work flexible, non-standard hours including nights, weekends, and holidays
- Proficient with Microsoft Office Suite
- Ability to work both independently and as part of a team
- Excellent verbal and written communication and interpersonal skills to effectively interact with all levels of the company and its customers
- Ability to work in a fast-paced environment, with strong attention to detail and organizational skills
- Ability to maintain the confidentiality of sensitive information
- Self-motivated and willingness to take initiative utilizing client information for problem resolution and improvements to service
- Ability to multi-task and complete work within assigned timelines under minimal supervision
- Ability to be flexible and work in an environment with frequent changes to procedures, directions, and expectations
- Operate office equipment as needed
Education and Work Experience:
- Bachelor’s degree or equivalent from 4-year college preferred
- 5 years of professional customer service experience required
- 2 years aviation industry experience or interest required
- 2 years of account management experience required
Physical Requirements:
- Majority of work is completed in a normal office work environment
- Able to complete physical activities such as standing, sitting, walking, talking, and hearing to perform daily work functions
- Must be able to move up to 25 pounds on an infrequent basis
Documentation Requirements:
- Ability to obtain a U.S. drivers license
- Proof of eligibility to work in the US
Compensation:
Jet Linx offers a competitive compensation and benefits package to team members. Starting base annual salary for this position ranges from $77,000 $109,000. Actual base salary provided is dependent upon geographic location, aircraft size (crew positions), relevant education, training and experience of the candidate. Our comprehensive benefits package includes health, dental and vision insurance, 401(k) with 6 company match, paid time off and company paid life and short-term disability coverage.
