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Client Relations Specialist

2 months ago

White Plains, New York, United States NetJets Full time
Position Overview
The Client Relations Specialist serves as the primary point of contact for Owners and crew at an exclusive NetJets facility.

This role is essential in delivering exceptional customer service by actively engaging with various service providers including the airport, FBO, caterers, and ground transportation.

The Client Relations Specialist is dedicated to fostering Owner loyalty through personalized interactions, informed service, and the anticipation of client needs.

Key Responsibilities
  • Manage personal schedule based on defined factors such as flight activity, departure and arrival times, and surrounding airport operations, while achieving weekly performance metrics.
  • Proactively address and resolve issues that may disrupt service, ensuring effective communication with relevant departments.
  • Oversee the daily upkeep of the lounges designated for Owner use.
  • Monitor high-value inventory to ensure proper tracking and usage by crews, minimizing costs while ensuring availability for Owner requests.
  • Maintain stock levels in the Commissary by monitoring inventory and placing orders as necessary.
  • Coordinate the cleaning and availability of linens.
  • Utilize critical thinking to develop local operational practices and procedures to accommodate unique circumstances without service interruptions.
  • Collaborate with crew and Owner Services to enhance communication and swiftly resolve any issues.
  • Exhibit empathy, assertiveness, and diplomacy in all interactions, serving as the Owner Advocate during operational delays.
  • Proactively solve problems related to catering, ground transportation, and maintenance to ensure seamless service for Owners.
  • Build relationships with Owners by greeting them upon arrival and accommodating any special requests, including hosting family members or drivers.
  • Engage with local third-party vendors to ensure service expectations are met while maintaining professionalism.
  • Provide advance notice to FBO and area vendors regarding peak flight activity and daily forecasts to facilitate effective management of NetJets' operations.
  • Travel for special events, high flight volume days, training, and collaborate with Marketing and Sales for promotional events.
  • Share insights with Sales and Marketing regarding local facilities, prospects, and Owners to promote new business opportunities.
Note:
A comprehensive list of essential job functions is available in the essential functions worksheet for this position.
Qualifications
  • Associate's degree in Hospitality or Aviation.
  • 2-4 years of relevant experience in high-end customer service.
  • Strong knowledge of aviation.
  • Polished professional demeanor with excellent verbal and written communication skills.
  • Solid understanding of hospitality service standards, including language proficiency, proper introductions, table settings, and beverage service.
  • Able to work independently within operational guidelines.
  • Capable of managing stressful situations with sensitivity to the political climate.
  • Self-motivated, diplomatic, and effective in problem-solving, with a confident and outgoing personality.
  • Flexible availability, including weekends and holidays.