Tri-State Jet Charter is a leading provider of private charter services, specializing in VIP charter services. With a commitment to safety, exceptional service, and attention to detail, we cater to discerning travelers seeking a seamless and personalized flying experience.
Position Summary:
As a customer service representative for our private charter airline company, you will be the primary point of contact for our high-net-worth clients, ensuring they receive exceptional service from booking through to their flight experience. You will assist with flight reservations, provide information on services, manage any issues that arise during the travel process, and create a seamless, luxury travel experience for each passenger. This position requires professionalism, excellent communication skills, and a passion for delivering top-tier customer service.
Key Responsibilities:
Client Interaction:
- Provide personalized, high-quality service to all clients, ensuring every aspect of their travel experience meets the company's luxury standards.
- Respond to inquiries via phone, email, or in person, providing prompt, accurate, and courteous information about flight schedules, services, policies, and pricing.
- Assist clients with booking and modifying charter flight reservations, ensuring all requests (special accommodations, custom arrangements, etc.) are met.
Flight Coordination:
- Collaborate with the operations team to ensure all flight arrangements are coordinated smoothly, including aircraft availability, catering requests, and ground transportation.
- Ensure all necessary travel documents, such as boarding passes and baggage information, are issued correctly and promptly.
Problem Resolution:
- Handle and resolve client issues or complaints efficiently and professionally, ensuring client satisfaction and maintaining the company's reputation for excellence.
- Resolve booking discrepancies, delays, or cancellations with diplomacy, while keeping clients informed and reassured.
Customer Relationship Management:
- Build and maintain strong relationships with clients, understanding their preferences and anticipating their needs for future travel.
- Keep a detailed record of each client's history and preferences in the company's CRM system for personalized future interactions.
Administrative Tasks:
- Manage client records, including flight itineraries, payments, and special requests, ensuring all files are accurate and up to date.
- Process payments, refunds, and other financial transactions according to company policies.
- Assist in maintaining a clean and organized office environment, ensuring all materials and documentation are readily available.
Team Collaboration:
- Work closely with the flight operations, crew, and other departments to ensure a smooth, seamless flight experience for all clients.
- Actively participate in team meetings and training sessions to improve skills, share feedback, and stay updated on company procedures and industry trends.
Required Qualifications:
Education: • Must have a high school diploma or GED.
Experience: • Must have at least 2 years of experience, ideally in the aviation, luxury travel, or hospitality industries. Experience in the private charter services is highly preferred.
Skills/Competencies: • Excellent interpersonal and customer service skills. • Excellent organizational skills and attention to detail. • Strong problem-solving skills. • Excellent time management skills with an ability to meet deadlines and prioritize tasks. • Must be flexible and read for changes in schedules and plans. • Ability to adhere to strict time schedules, attendance policies, and appearance standards are non-negotiable. • Ability to handle high-pressure situations with professionalism and poise. • Must be 21 years of age. • Must have a current, valid driver's license. • Must have a current passport.
Technical Skills: • Proficient in Microsoft Office Suite (Word, Excel, Outlook) and CRM software (experience with aviation or travel-specific software preferred). • Familiarity with basic office equipment (phones, copier, etc.)
Physical Requirements: • Prolonged periods of sitting and standing • Must be able to lift up to 50 pounds, as requested