Client Support Coordinator

Title: Client Support Coordinator

Company: BC Flight

Location: Waterford, MI Airport

Work-type: In-Office/On-site

Salary: $65,000 - $80,000

Purpose of Position

The Client Support Specialist interacts and provides true white glove support to both local and national clients. For Michigan-based clients you will provide in-person support, meeting client and passengers for all arrival and departure flights, ensure all requests (catering, ground transportation, special requests) are in good order for each flight. For all clients, you will ensure coordinated support by proactively collaborating with airport, FBO, caterers, ground transportation and other service providers. You will develop client loyalty and client enchantment by providing proactive, responsive and excellent support, as well as anticipate client needs. You will provide support and excellent service through email, phone and texting for all clients. The role is an in-office position Monday through Friday, it requires the occasional evening, weekend and holiday support.

Tasks and Responsibilities

• Handle Onboarding of new clients and welcome them to BC Flight
• Provide flight itinerary for confirmation to client via CRM system
• Coordinate and confirm client departure/arrival dates and times, all passenger information and special requests are noted
• Work with Flight Operations Specialist to ensure a good experience for client and proper billing
• Set-up all facets of client trip and required items including passenger list, catering, refreshments and special items or special requests
• Coordinate with FBO and other service providers to meet all client flight needs and requests
• Initiate and develop relationships with clients by meeting inbound/outbound passengers to provide an exceptional experience
• Track flight to ensure a smooth flight, proactively correct issues, keeping appropriate departments in the communication loop
• Communicate with flight crews regarding local process, client information, and assist with coordination of services at local airport
• Develop and maintain positive and professional relationships with vendors (e.g., caterers, ground transport providers, FBOs) to ensure continuous improvement of the service provided to Clients
• Provide Sales with knowledge of prospects and client experience to share knowledge and opportunities for new business
• Occasional travel may be required for special events or high-profile clients
• Note: It is not possible to list all required job duties. There are additional tasks and duties that may arise in the normal course of assisting clients.

Office environment and schedule

• In-office schedule Monday through Friday
• Occasional evening, weekend and holiday coverage will be required (both onsite and remote)
• Business dress in office and client meetings

Education

Bachelor's Degree or equivalent work experience

Years of Experience

Minimum of 5 years of general business experience

Knowledge, Skills and Abilities

• Client first attitude
• Attention to detail and punctuality
• Aviation knowledge preferred but not required
• Professional demeanor with positive attitude
• Strong written and verbal communication skills
• Able to work independently and effectively solve problems
• Ability to communicate in a professional, courteous and diplomatic manner
• Self-confidence and outgoing personality 
• Must be physically able to stand for long periods, able to lift to 50 lbs. when assistance with luggage is required, walk with purpose, sometimes for long distances or moving from one plane to another on a ramp in all types of weather
• Working knowledge of MS Outlook, Word, Excel and other functional programs