Customer Experience Liaison

3 days ago


Fort Lauderdale, Florida, United States Tropic Ocean Airways Full time

Job Title: Customer Experience Liaison

About Tropic Ocean Airways LLC

We are a dynamic airline that values exceptional customer service. Our mission is to deliver unparalleled experiences to our guests.

Job Summary:

The Customer Experience Liaison plays a vital role in ensuring seamless guest experiences. This includes coordinating with the operational team, representing the sales team during ops calls, and assisting with charter task coverage.

Key Responsibilities:

  • Meet or exceed duties/expectations displaying initiative, adhering to TOA SOPs/Checklist and aligning with core values of the organization.
  • Monitors and funnels all inbound phone and email lead requests to CSS/Air Concierge:
    • Create contact/Deal for incoming lead (New/Existing)
    • Transfer phone call if personnel is available
    • Distribute Requests for Pricing (RFPs) accordingly
  • Ensure all information for all charters is complete:
    • Verify Manifest information is accurate
    • Pre-flight emails and call confirmation with guests no later than 48 hours prior to flight, including finalizing any outstanding items needed prior to travel (weight, pets, documents, COVID tests, etc.)
    • Follow up with tasking for Cargo, Operations, Pilots, and Mx as needed
  • Responsible for all reservation requests for scheduled service and handles challenges:
    • Books seats by phone/email when requested
    • Handles cancellations and schedule changes
    • Reviews bookings day prior for accuracy
      • Handles changes in reservations as needed

Estimated Salary: $50,000 - $65,000 per year

This position requires accountability, time management, multi-tasking, organization, decision making, self-confidence, listening, dependability, customer service, composure, and integrity.



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