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    Customer Experience Specialist - Fort Lauderdale, United States - Flytropic

    Flytropic
    Flytropic Fort Lauderdale, United States

    1 day ago

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    Description


    If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

    Customer Experience Specialist

    30+ days ago

    Requisition ID
    :

    1007

    Salary Range
    :

    $35,000.00 Annually Onwards

    TROPIC OCEAN AIRWAYS LLC
    CUSTOMER EXPERIENCE SPECIALIST (CES)

    Directly Reports To
    :

    Manager of Marketplace
    Mission of
    this Position

    :

    Work directly with scheduled service and Charter guests. The CES team assists with booking, rescheduling, cancelling, and completing tasks needed to exceed overall guest experience. The CES works directly with Charter Sales

    to ensure all information is accurate no later than 48 hours prior to departure. Coordinate directly with the operational team to distribute final items and represent sales team each day for ops call. Assist with charter task coverage during overflow and ensure 7-day 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
    Additional Duties will include, but are not limited to:

    Flight following to alert agents of issues
    Additional tasks as required by Station Manager
    Attend to the following- Car Services, manifest information, correction of routing, paperwork, cargo information, and/or special requests
    Share expertise and best practices with new recruits and co-workers
    Maintain excellent product knowledge and attend all training sessions
    Participate in coaching sessions to find opportunities for improvement
    Support sales agent/account executive/concierge team in non-revenue tasks.
    Demonstrate keen communication skills to provide excellence in customer service both internally and externally.
    Essential Skill Set
    :

    Accountability, Time Management, Multi-Tasking, Organization, Decision Making, Self Confidence, Listening, Dependability, Customer Service, Composure, Integrity.

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