Service Executive

2 weeks ago

Columbus, United States NetJets Full time
Purpose of Position

At NetJets, we are dedicated to enhancing the lives of each Owner - our clients - one exceptional travel experience at a time. The Service Executive is a self-driven team member who adds value to the client experience by developing and maintaining relationships with existing high net worth clients, proactively monitoring the overall service health of a specific set of accounts and driving proactive service solutions. This role is responsible for delivering on incremental improvement for the overall travel experience by conducting service-related business reviews, fielding escalated situations successfully and managing high impact service follow-up. Through the use of industry-leading resources and working cross functionally with our world-class Operations and Sales teams, Service Executives are instrumental in delivering the exceptional service experience for our clients.

Tasks and Responsibilities
  • Develop client relationships and partner with Owner Services team to deliver improved travel experiences for clients. While Account Managers handle day-to-day travel needs, the Service Executive will manage high priority flights with Operations partners to proactively mitigate potential issues.
  • Utilize industry-leading tools and operational influence to track and improve overall travel experience to ensure experience KPI's are met. Areas of focus include likelihood to recommend, on-time performance, client satisfaction and account profile accuracy. If below thresholds for KPI's, Service Executives collaborate with Operations partners to correct the issues.
  • Facilitate Owner Services team's ability to know our clients by maintaining accurate client information and establishing information sharing cadence with Account Managers. Enable each department to effectively commnicate and service flights in line with client preferences and expectations.
  • Connect flight patterns and known details to Marketing events and partnerships to proactively provide opportunities for clients. Oversee special event coordination for clients via experience management and on-site support.
  • Collaborate with cross-functional teams and act as the service champion in internal and external conversations to drive positive outcomes for both NetJets and the client.
  • Establish an internal network to support company results while remaining current in ongoing training and development, business updates, industry news, and technology enhancements.
Education Bachelor's in Aviation or Hospitality Certifications and Licenses Years of Experience 4-6 years of experience Core Competencies Service-Oriented Curiosity Collaboration Adaptability Strives For Positive Results Knowledge, Skills, Abilities and Other (KSAOs)
  • Builds Rapport - Uses comprehensive knowledge and skills to act independently while guiding and training others to quickly and effectively establish trust with clients and internal partners. Shows interest in client needs, shows empathy with client's circumstances, respects the client's time, incorporates client's point of view, provides relevant context, confirms understanding, reinforces professional capability
  • In-Depth Questioning - Uses comprehensive knowledge and skills to act independently while guiding and training others to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution. Seeks to understand the client's situation, explores client problems and solutions, differentiates between complaining and a desire for action
  • Questions Strategically - Works without supervision and provides technical guidance when required to uncover clients' explicit needs and/or unforeseen opportunities and challenges. Probes to uncover dissatisfaction, raises awareness of the client's problem, seeks solutions to meet client's needs
  • Verbal Communication - Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies
  • Account/Client Management - Uses comprehensive knowledge and skills to act independently while guiding and training others on managing client accounts in a way that provides benefits both for the organization and its clients
  • Maintains the Relationship - Uses comprehensive knowledge and skills to act independently while guiding and training others to continuously provide effective solutions and value to the client's organization. Monitors client value perception, communicates successes and challenges, makes measurable contributions
  • Diagnoses Needs with Questions - Works without supervision and provides technical guidance when required to ask questions that encourage the client to talk openly about their key objectives and challenges. Asks open-ended questions, encourages clients to speak freely, allows responses to guide conversations
  • Navigates Client Challenges - Works at an advanced level to navigate conversations in which the client is frustrated or unhappy with the organization. Typically works independently and provides guidance. Listens nondefensively to angry/upset clients, defuses client tension, explains and addresses client issues, offers appropriate goodwill gestures, keeps promises made to the client, prepares for commonly encountered client challenges, assists multiple clients simultaneously
  • Strengthens Client Connections - Works at an advanced level to connect with clients to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works independently and provides guidance. Connects on a personal level, demonstrates a willingness to help clients, chooses client-focused words and phrases, acknowledges what the client says, affirms the client's choices, appreciates what the client does, assures the client of the organization's commitment, avoids technical or industry-specific jargon

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