Job Profile
XO is a private aviation marketplace that provides dynamic pricing for clients through a wide selection of flight operators. It is a brand under the Vista Global umbrella alongside VistaJet, JetEdge, RedWing Aviation, Air Hamburg, XOJet Aviation, Apollo and Air Shuttle.
The Senior Client Services role is the role that demonstrates leadership potential and is a right-hand support to the team leaders providing back-up when needed. This role will partner closely with sales and revenue management to provide a seamless client service experience to the XO Shared customers and will assist with the continuous development of Client Services teammates.
Your Responsibilities
- Right hand for Supervisor and backup when Supervisor or Director’s schedule is booked, or Director/Supervisor is out of office (OOO).
- Support the team with hiring, training, and development of the XO Shared Service Team.
- Level 3 onboarding - “take command” and lead the call. All Level 1 and 2 requirements plus:
- Lead onboarding calls for potential Top Tier clients who have been qualified by sales
- Follow-up with Account Manager, I and II team members who are on the call to support training on onboarding.
- Level 3 Resolutions
- All level 1 and 2 resolution requirements plus:
- Lead resolution calls
- Develop concession proposal
- Craft resolution follow-up emails
- Drive to a finish line with the client
- Trip Management: Manage all aspects of the client trip including pre, day of, and post as detailed in the expectations for the Client Services role including primary trip management for Top 500 clients
- Understands how to work with internal and external operations team to manage trip and recover flights as needed
- Partner with assigned Sales team to ensure high-level of support and alignment on client needs.
- Knows customer data at all times: membership count, movers and shakers (Salesforce), trailing 12 month revenue
- Understands and maintains XO Shared metrics such as margin, call volume, PTP, reliability, top flyers, etc.
- Special project support and potential lead with communication to XO Shared leadership
- Interpersonal communication between department heads
- Able to lead On-Boarding Calls
- Systems expert - which systems to use when, how to use them accurately, and how to troubleshoot
- Zendesk, Console, JetStudio, GlobalView, Webex (Chat & Call), Call Rail
- Tableau - ability to read report, analyze and derive data
- Salesforce - for customer preference updates, trip opportunities, adding removing clients to accounts, review dashboards/reports
- Fixing accounting issues
- Work alongside the Accounting Department to assist with statement, balance, loyalty credit, payment, account inconsistencies, etc.
- Address client concerns, where needed
Required Skills, Qualifications, and Experience
- 2-3 years of professional client service experience, travel, hospitality or similar high-touch customer service experience
- Highly detail oriented with excellent organizational skills
- Ability to synthesize, prioritize and precisely execute multiple tasks under time constraints in a dynamic environment with constantly shifting priorities.
- Proficient with navigating simultaneously through multiple computer software programs such as, but not limited to, ZenDesk, Cisco, Salesforce, Salesloft, Globalview and proprietary software applications
- Demonstrable ability to forge trusted relationships with internal and external customers
- Must be able to handle confidential information
- Dynamic individual who thrives in a fast-paced environment
- Undergraduate degree from a high-quality academic institution
- Excellent verbal and written communication skills