CS - Client Relations Manager

Job Description

Job Description

The Client Relations Manager (CRM) is a pivotal role responsible for curating and delivering exceptional customer experiences and driving business growth for Atlantic Aviation. This position requires a proactive, detail-oriented individual with a passion for delivering outstanding service with an elevated touch. The CRM will be instrumental in enhancing customer satisfaction, increasing market share, and strengthening relationships within the local aviation community.

Headquartered in Plano, Texas, Atlantic Aviation welcomes customers at more than 100 fixed base operator (FBO) locations – from the Hawaiian Islands to Caribbean islands and all points in between throughout the US. We offer a wide range of aircraft ground handling and flight hospitality services, including fueling and line services, hangar and ramp storage, modern executive terminals for passengers and crews, and much more. We are firmly committed to diversity, equity, and inclusion throughout our network and aspire to be the employer of choice in our dynamic segment of aviation. We invest in enhancements to our safety, service, technology, and strategic infrastructure in order to provide more choices, improved experiences, and better value for customers. Atlantic Aviation intends to lead the way to a more sustainable future for business and general aviation. Atlantic Aviation is “local everywhere” - providing a safe, friendly, and familiar experience across North America. To learn more about Atlantic Aviation or to make a reservation at any of our 100+ FBOs, visit AtlanticAviation.com.

Website Responsibilities General Duties

• Representation of Atlantic Aviation in a professional and positive manner.
• Application of the principles of the “Atlantic Attitude” at all times.
• Compliance with all Company policies and procedures.
• Interaction with customers, vendors, and Atlantic Aviation employees in a professional and courteous manner.
• Coordinate customer service order requests.
• Ensure a pleasant and clean work environment.
• Strong working knowledge of customer service principles and the Atlantic Aviation service philosophy.
• Maintain high level of safety and customer service.
• Develop and maintain customer relationships.

Essential duties and responsibilities include (but not limited to):

• • Provide a seamless and luxurious experience for all customers and crew members.
  • Greet and assist customers and crew promptly and courteously.
  • Offer personalized service, including refreshments, snacks, and special requests.
  • Resolve customer issues efficiently and effectively, ensuring satisfaction.
  • Maintain a clean and inviting lobby environment.
  • Promote Atlantic Aviation's network and services to customers and crew.
  • Identify potential sales opportunities and collaborate with the Sales and Customer Experience team to close
  deals.
  • Participate in marketing campaigns and events to increase brand visibility.
  • Collect and analyze customer data to identify trends and opportunities.
  • Develop and maintain strong relationships with key customers and future customers.
  • Coordinate with various departments to ensure smooth operations.
  • Manage inventory of promotional items and amenities.
  • Plan and execute community events and tenant appreciation activities.
  • Build strong relationships with local businesses and organizations.
  • Attend industry events to network with customers and peers and stay updated on industry trends.
  • Assist with training new employees in company culture, hospitality standards, and operational procedures.
  • Share best practices and knowledge with team members across the network to foster a positive work
  environment.
  • Assist with special events and peak periods outside of their home base which may involve traveling to other
  Atlantic Aviation locations.
  • Provide support to other locations as needed to ensure consistent service delivery.
  • Deliver strong quarterly sales performance.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Required Skills EDUCATION AND QUALIFICATIONS

• • High school graduation.
  • Valid State Driver’s license and minimum of 18 years of age.
  • Minimum of 2 years’ experience in Customer Service or hospitality.
  • Proficiency in Microsoft Office Suite.
  • Maintain confidentiality
  • Ability to multitask and prioritize tasks.
  • Problem-solving and decision-making skills.
  • Strong interpersonal and communication skills, both written and oral.
  • Good organizational skills.
  • Ability to comprehend and perform basic math calculations with minimal errors.
  • Flexible work schedule may include working overtime, nights, on weekends, holidays, and be on call.
  • Aviation industry knowledge (preferred).

WORKING CONDITIONS
The work environment characteristics described here are representative of those an employee encounters while
performing the essential functions of this job. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.
The employee will primarily work between an office setting and ramp side. When working outside, the employee
may be exposed to outside weather conditions which may include wet and/or humid conditions and extreme
heat and cold. The noise level may be significant in the outside environment due to jet traffic, however in the
office setting, the noise level is usually low to moderate.