Client Support Specialist

15 hours ago

Phoenix, United States Thrive Aviation Full time

The Client Services Specialist is responsible for ensuring the satisfaction of our guests' travel from start to finish - specifically handling Thrives highest VVIP clients and Jet Card Members (JCMs). This role partners with third party vendors for amenities and special requests while working closely with our Sales Directors and Flight Support Coordinators to optimize travel arrangements from a business perspective. Responsible for efficiently planning, coordinating, and executing travel arrangements for internal and external customers. This role requires strong organizational skills, attention to detail, and excellent communication abilities to ensure seamless travel experiences.

Requirements

Duties and Responsibilities

  • Relay aircraft positioning, including ETDs and ETAs for the entire fleet.
  • Provide flight following notifications, including crew arrival, catering onboard, and passenger arrival for each scheduled flight.
  • Coordinate with Flight Support and Ground Operations for daily operational changes.
  • Serve as the first point of contact for client resolution during irregular operations.
  • Host passengers in the VIP Client Lounge as needed or directed by management.
  • Provide timely updates and assistance throughout the travel process, including addressing any concerns or changes to the itinerary due to weather, mechanical issues, or schedule changes.
  • Research and book flights, accommodations, transportation, and other travel-related services based on operational requirements, considering budget, preferences, and travel policies.
  • Create detailed travel itineraries outlining flight details, hotel reservations, ground transportation, and any other relevant information within FL3XX, CTM/GCL, and Avinode.
  • Arrange requested ground transportation, including chauffeured car services, rental cars, and Thrive Ground Operations pickup requests.
  • Communicate and coordinate with third-party vendors regarding amenities, catering, or other special requests made by passengers to ensure timely and appropriate execution.
  • Arrange all requested catering for clients through local vendors, DoorDash, Instacart, and international handlers.
  • Submit all invoices for catering/ground transportation to MySky directly for processing.
  • Input passport information and upload passport photos to complete the passenger profile, including pet documents.
  • Thoroughly examine all email correspondences and Teams communication for each individual trip 48 hours and 24 hours prior to departure to ensure all details regarding the trip are correct and up to date.
  • Reconcile travel expenses and advocate on behalf of Thrive to avoid or reduce penalties.
  • Ensure compliance with company travel policies and guidelines.
  • Provide guidance and support to travelers on policy requirements and procedures.
  • Provide support for travelers in case of emergencies, flight cancellations, or other unexpected disruptions.
  • Create and research potential leads for Jet Cards Members
  • Potential for sourcing and cold calling lists as directed by Management or Sales Directors
  • Review and audit all contracts, including, but limited third party operators, JCMs, catering, etc
  • Marketing and selling of positioning leg flights
  • Arrange alternative travel arrangements and assist with rebooking as needed.
  • Utilize FL3XX and other applicable software to optimize, coordinate, and communicate between all appropriate parties to ensure all passenger needs are executed to company standard.
  • Ensure and confirm any special requests are within applicable federal compliance and company policy.
  • All other duties as assigned. This list is not meant to be exhaustive, and additional duties and responsibilities may be assigned by Senior Leadership.
Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform required duties. While performing the duties of this job, the employee is regularly required to sit; use hands to finger and required to reach with hands and arms. There is no significant standing, walking, climbing, kneeling, reaching, handling, pushing, and pulling. The person in this position needs to be able to move about inside the office to access filing cabinets, office machinery, etc. There is constant operation of a telephone and computer. The employee may be lifting up to 15 lbs. Specific vision abilities required by this job include close vision and ability to adjust and focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while in an office environment. The work is typically done while sitting at a desk or table.
  • The noise level in the work environment is usually moderate.
Experience & Qualifications

The most successful candidate in the position will meet most, if not all, of the following criteria.
  • Bachelor's degree in business, hospitality, or aviation (highly desired), OR
  • 3-5 years of experience in a luxury guest services position or travel management
  • Strong understanding of travel industry trends, regulations, and best practices
  • Familiarity with Business Aviation Operating Systems (e.g., FL3XX, JetInsight, Avinode)
  • Proficiency in travel booking systems and software
  • Strong understand of Hubspot and usage preferred
  • Superior communication skills, both verbal and written
  • Excellent ability to coordinate with multiple parties to ensure desired outcomes
  • Experience with Microsoft Office and Google Suite
  • Exceptional organizational skills with the ability to multitask and prioritize effectively
  • High degree of confidentiality and the ability to handle matters with appropriate discretion
  • Ability to work independently and collaboratively in a fast-paced environment
  • Flexibility to adapt to changing priorities and handle unexpected challenges
  • Availability to work a flexible schedule, including evenings, weekends, and holidays

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