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Lead Client Services Representative | KSNA

2 months ago


Santa Ana, United States Clay Lacy Aviation Full time

Clay Lacy Aviation is looking for a strong Lead Client Services Representative to join our team. The ideal candidate will enjoy providing great service and engaging interesting people from all around the world. Clay Lacy Aviation, the original private jet charter company in the West, with four decades in business aviation and a fleet of over 75 business aircraft, is seeking a friendly, proactive, and personable individual to be our Client Services Representative (CSR). If you are goal-oriented, dedicated, proactive and enjoy a customer-centric culture, we would be delighted to get to know you better. Position Summary The Lead Client Services Representatives (CSRs) are a central part of the Front Office Team. This person is responsible for directing all the training and activities of the Customer Service Representatives (CSRs) in order to promote the Clay Lacy Aviation vision, mission and values and to help create a positive team environment that raises the level of safety, service and value for our customers and employees . The CSR Leads demeanor should reflect the quality of Clay Lacy Aviation to our guests with a positive attitude. The ideal candidate will also have a warm welcoming smile, an outgoing personality and a can-do approach to any task Responsibilities Create new opportunities by developing relationships with customers, employees and tenants. Regularly interact with customers and tenants to promote the FBO and ensure a high level of customer satisfaction. Coordinates every detail of their arrival and departure including catering, ground transportation, hotel, restaurant and golf reservations. Continually develop and improve capabilities and processes through regular customer feedback. Ensure training and development of employees to improve work performance and maximize employee potential. Plan, prepare, and devise work schedules. Interpret and communicate work procedures and company policies to staff. Communicate with other departments and management to resolve problems and expedite work. Resolve complaints and answers questions of customers regarding services. Arranges fuel orders and other ground services for the aircraft. Ensure clients have a smooth reservation, arrival, and departure experience. Establish long-term, trusted relationships by delivering the highest level of personalized service. Knowledge of Clay Lacy Aviation operations and attention to detail. Keeps the training manual current. Improves processes and procedures for the front desk. Performs other front of house functions. Qualifications Education High school diploma and 3-5 years customer service experience required. Experience 5-7 years of experience in client relations in aviation and/or a Luxury Hotel. Expert Level experience using Corridor Expert Level experience using Avpos Skills and Abilities Excellent communication and interpersonal skills. Must be available to work flexible hours. Must be able to direct a team of employees. Team-oriented dedication to great customer service and the ability to inspire that commitment in others. Must have a valid C Class Drivers license with a clean driving record (minimum of two years). Excellent communication skills with fluency in reading, writing, and spoken English Excellent personal presentation and interpersonal skills. Speaking -- Talking to others to convey information effectively. Coordination -- Adjusting actions in relation to others' actions. Time Management -- Managing one's own time and the time of others. Critical Thinking -- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Active Listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Service Orientation -- Actively looking for ways to help people. Social Perceptiveness -- Being aware of others' reactions and understanding why they react as they do. Highly computer literate and proficient in Microsoft Suite Strong organizational skills Highly detail-oriented Comfortable working independently Thrives in a fast-paced environment Adept problem solver Deadline driven CPR Certification Air Elite Training completion MVOP license NATA Training completion Spearhead projects driving improvements for internal teams and customer Must be able to pass drug screening and background checks Benefits We are committed to supporting employees in their adoption of a healthier and more active lifestyle. We understand the contribution each employee makes to our accomplishments and so our goal is to provide a comprehensive program of competitive benefits to attract and retain the best employees available. Through our benefits programs, we strive to support the needs of our employees and their dependents by providing a benefit package that is easy to understand, easy to access, and affordable for all our employees. Our benefits are a valuable part of the total rewards that Clay Lacy Aviation offers you and your families. We offer you a robust benefits package and other resources that help you take care of yourself and your family. Health Insurance – HMO and PPO options available Dental Insurance – HMO and PPO options available Vision Insurance Life Insurance Paid Vacation/Time Off Paid Sick Time Paid Holidays (9) 401K Plan Floating Holidays (2) Pet Insurance Identity Theft Protection Services Employee Discounts to retailers, restaurants, and theme parks Uber for Business Equal Opportunity Employer Clay Lacy Aviation provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.