Midnight Account Manager
2 weeks ago
Purpose of Position
The Midnight Account Manager is responsible for the overnight supervision of Owner Services in handling flight details and service issues for NetJets Owners. This includes monitoring of overnight flights and ensuring successful service setup for the next day. The Midnight Account Manager handles incoming and necessary outgoing phone calls, incoming and necessary outgoing emails and Quality Checks next day flights for all OS teams, making corrections and adjustments as needed to ensure that there is no service impact to Owners. The Midnight Account Manager acts in a Supervisor capacity for Owner Services during the overnight hours, and is empowered to make decisions as to which Owner will/will not get his/her plane as expected and when deviations from scheduled trips occur for whatever reason. The Midnight Account Manager has the authority to determine a monetary range of credit concessions (in accordance with the revenue policy) that can be offered to an Owner when a change in flight plans inconveniences them. The Midnight Account Manager works directly with business partners in the Flight Center such as Scheduling, Dispatch, Maintenance and the SOC to reach consensus on actions taken to ensure successful execution of the next day's flight schedule. This Midnight Account Manager is also responsible for greeting Owner flights that utilize the CMH FBO overnight.
Tasks and Responsibilities
* Communication: Obtains pass down from evening shift detailing any remaining flights and any ongoing issues which need attention overnight. Also responsible for providing a complete and thorough pass down to the Current Day shift detailing any ongoing issues that will need the Account Manager's attention.
* Quality Check: Performs a thorough QC of next-day flights, including forecasted weather, potential ATC conflicts, and timeline "set-up" (are the aircraft and crew scheduled properly to allow an on- time departure?)
* Account Management: Responds appropriately to inbound Owner calls and emails; including trip booking, changes, trip planning and research. Responsible for managing Owner Service work load during overnight hours; responsible for reviewing and adjusting the next day flight schedule. All issues must be resolved and/or communicated to the Owner or to the OS team in a timely manner.
* Serves as the Owner Service representative in the SOC. Monitors SOC Track and SOC chat. Acts as part of a cross-functional team with other departments in developing recovery options, ensuring the proper flow of information between Owner Services and the SOC.
* Note: It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position.
Education
High School
Certifications and Licenses
Years of Experience
2-4 years of experience
Core Competencies
Adaptability
Collaboration
Strives for Positive Results
Service-Oriented
Curiosity
Knowledge, Skills, Abilities and Other (KSAOs)
* Must have the ability to comfortably and effectively make on-demand decisions with minimal supervision and management support.
* Demonstrated competency in all Owner Services duties and shifts; demonstrated competency in the Current Day role.
* Demonstrated leadership skills with strong ability to partner and manage both internal and external relationships in a professional and service-oriented manner.
* Proven ability to work effectively in a team environment with the confidence to comfortably and proactively take a leadership role when the need presents itself.
* Excellent verbal and written communication skills with the ability to clearly and effectively communicate to all levels of employees and management as well as with Owners and vendors.
* Must be detail oriented with ability to prioritize multiple objectives in a dynamic environment with constantly shifting priorities.
* Must be able to recognize and address potential operational issues and offer ideas for areas of improvement.
* Proficient PC skills including MS Office applications and strong working knowledge of NetJets specialized software including but not limited to iJet II and ETM.
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