Concierge

This is a fully remote position, open to applicants in United States.

📋 Description

• Contribute to enhancing the customer satisfaction score (NPS) by delivering exceptional, tailored service to our guests and potential guests through phone, email, and chat, while ensuring prompt and clear resolution of all open tickets.

• Grasp the unique context and preferences of prospective guests to customize the features and advantages of the Aero experience, thereby driving trip booking conversions.

• Prepare necessary documentation and materials for flights, assist guests throughout their journey, and collaborate closely with ground handling and airport partners from a remote location.

• Ensure that all guest information is collected, documented, and disseminated efficiently and promptly according to established protocols.

• Proactively manage and organize all communications related to flight management details, including itinerary modifications, transportation arrangements, and other specific requests.

• Work in close collaboration with the Operations team to relay any changes that may arise concerning flight schedules, weather conditions, aircraft status, irregular operations (IROPS), and specific accommodations to fulfill guest requirements.

• Communicate effectively and escalate operational and experiential issues as necessary.

• Collaborate with Concierge, Flight Crews, and Operations teams to make crucial decisions regarding daily operations.

• Utilize all systems and tools efficiently to ensure seamless operations.

• Identify opportunities for new processes and systems that enhance our operations and guest experience; be proactive and generous with your insights and experiments, contributing to process improvement.

• Maintain a thorough understanding of all aspects of the Aero experience, including menus, flight schedules, guest procedures, and technology systems.

• Stay informed and knowledgeable about all company and FAA policies and procedures, ensuring all activities align with the Concierge Playbook.

• Complete side tasks and daily responsibilities as directed by leadership and as requested by other departments.

⛳️ Requirements

• While aviation experience is advantageous, it is not mandatory. What is preferred is a proven background in customer service, particularly for those who have worked in one or more of the following areas:

• a luxury service environment

• a customer-focused start-up

• the private aviation sector

• Must possess experience with email services and demonstrate proficiency in using customer service tools (experience with Salesforce is an added advantage).

• Availability to work nights, weekends, and holidays as required.

• Flexibility to work shifts that align with the time zones of our primary hubs (LA or New York).

🏝️ Benefits

• Pay Range: $25/hr-$33/hr [exact compensation may vary based on skills, experience, and location.]

• Time Off: PTO, accrued sick time, bereavement, and holiday pay.

• Benefits: medical, dental, vision, life, disability, 401k, dependent care FSA, health FSA.