Customer Experience Specialist

Job Description

Job Description

TROPIC OCEAN AIRWAYS LLC

CUSTOMER EXPERIENCE SPECIALIST (CES)

Directly Reports To: Manager of Customer Experience

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 Air concierge 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.