XOJET Aviation LLC job details and career information

Client Services Duty Manager Featured

Location
Ft Lauderdale, Florida
Wage
Hourly
Job ID
326
Posted
2020-2-20

The Client Service Duty Manager is responsible for the daily operational management of the Client Services team. The Duty Manager will be people-centric demonstrating diplomacy and high Emotional Intelligence. The position requires an in depth knowledge of service delivery execution and aviation operations. The person in this role must display an intense desire to satisfy both our internal and external clients and to serve as a role model for the team embodying the values of the organization.


RESPONSIBILITIES

  • Embody the client centric values of the organization and serve as a role model for world class service delivery
  • Responsible for the hiring training development and performance management of the Client Services team
  • Develop and facilitate Initial and Recurrent Training; ensure that learning is a continual part of the teams development
  • Develop standard operating procedures to ensure consistency in the highest level of service delivery for both internal and external customers
  • Develop and facilitate proficiency evaluation of client services team members
  • Manage the daily operational tasking and service deliverables; plan organize and manage the work of the team to ensure that the work is accomplished in a manner consistent with organizational requirements policies and procedures; revising workflows of the team based on organizational changes and needs
  • Establish strong communication channels and be a willing motivational and enthusiastic communicator; promote practices that increase confidence effective communication and team cohesion
  • Recognize exceptional individual and group performance and develop talent
  • Schedule staff in accordance with operational need and local policy
  • Operate within the department budget including overtime approval and service issue compensation
  • Collaborate with other managers or team members to formulate and implement policies procedures goals or objectives ensuring process changes integrate effectively with the needs of the organization and are aligned with organizations client centric values
  • Identify opportunities for increased efficiency by regularly reviewing key metrics
  • Manage service disruption escalations conduct analysis of irregularities to determine root cause develop the most effective solutions and implement a corrective action plan.
  • Complete daily service issue reporting
  • Partner with vendors to ensure a seamless client experience and manage vendor service failures
  • Demonstrates good judgment in upward communication regarding department or employee concerns
  • Performs other duties as assigned
  • Must have the flexibility to work in a 24/7/365 Operations Center to cover the needs of the operation and may be assigned to shifts that include days nights afternoons weekends and holidays.

QUALIFICATIONS & EXPERIENCE
  • Bachelors Degree in Hospitality Aviation Management Business Management or related field preferred
  • 5 years of experience in a management position within the customer service or hospitality industry; private aviation experience highly desirable
  • Experience working in a Customer Service environment answering high volumes of inquiries via phone and/or email
  • Ability to analyze complex situations problem solve and successful time management
  • Experience working with UHNW clients highly desirable
  • Capable of working in a fast paced deadline-driven environment with minimal supervision
  • Proficient with PC and Microsoft Office skills (including Word and Excel) and ability to learn new programs quickly; ZenDesk Service Cloud or similar platform experience highly desirable
  • Must be fluent in English language with excellent written and verbal communication skills
POSITION
  • Department: Client Service
  • Location: Fort Lauderdale FL
  • Reports to: VP Client Service
  • FLSA Classification: Exempt

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XOJET is one of the largest private aviation companies in North America. We own and operate the largest on-demand fleet of super-midsize private jets in the U.S. supplemented by a Preferred Partner Network of over 1450+ aircraft – all of which are maintained to exceed the highest level of safety standards in the industry. XOJET was the first private aviation company to enable its entire fleet with complimentary Wi-Fi and has earned the industrys highest safety ratings including ARGUS Platinum Wyvern Wingman and ISBAO Stage III. We employ 400+ employees across the country and have offices in San Francisco Sacramento New York Los Angeles and Palm Beach. Our clients include a wide range of businesses and individuals across a spectrum of industries including finance private equity technology media and entertainment.

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Website
www.xojetaviation.com
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Client Services Duty Manager

Location: Ft Lauderdale FL

Industry: Aviation
Occupational Category: Management
Hours: Full-time, 40 hours per week
Salary: USD 0

Description: XOJET Aviation LLC seeks a Client Services Duty Manager.
The Client Service Duty Manager is responsible for the daily operational management of the Client Services team. The Duty Manager will be people-centric demonstrating diplomacy and high Emotional Intelligence. The position requires an in depth knowledge of service delivery execution and aviation operations. The person in this role must display an intense desire to satisfy both our internal and external clients and to serve as a role model for the team embodying the values of the organization.


RESPONSIBILITIES


QUALIFICATIONS & EXPERIENCE
POSITION

Responsibilities:

Educational requirements:

Experience requirements:

Desired Skills:

Qualifications:

Benefits:

Incentives:

Date Posted: 2020-2-20

Please Apply by: 2020-3-7