Client Services Group Representative (CSG Rep)

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FlightWorks, Inc - Kennesaw, GA, US

This job listing was posted on 2011-01-05.

Job Summary:

The Client Service Group (CSG) Representative is responsible for all aspects of FlightWorks clients (aircraft owners and charter customers) flight experience. Client centered customer service and is an essential to success as a CSG team member. This position encompasses aspects of owner services and charter sales disciplines and offers FlightWorks’ clients a team centered approach to meeting their aviation needs. This position is in direct contact with our highly successful and high net-worth clients and their representatives. Attention to detail and the ability to work in a fast-paced team environment are essential personal qualities for the successful CSG Representative. Immediate response to client requests is of the utmost importance.

Responsibilities:

Duties include, but are not limited to the following:

• Maintain a culture of total customer service focused on anticipating our clients’ needs and exceeding their expectations.
• Responsible for generating charter sales quotes, negotiating pricing and maintaining adequate sales close ratios.
• Document and maintain compliance with FlightWorks contractual obligations to all clients (aircraft owners and block charter customers).
• Respond to client inquiries and provide accurate charter quotes (in 15 minutes or less whenever possible), owner cost estimates associated with proposed trips, client itineraries, and any other information requested by FlightWorks clients.
• Oversee all aspects of FlightWorks clients’ flight experiences by coordinating all services associated with trips and maintain accurate client profiles in FOS.
• Proactively resolve client issues and disputes.
• Analyze aircraft fleet utilization to best serve our client needs and maximize FlightWorks overall safety and profitability.
• Participate in crew scheduling and crew resource utilization along with Crew Scheduler.
• Arrange for and note in FOS client travel arrangements when requested to include but not limited to: client ground transportation, catering, hotels, and any other requests.
• Participate in On/Off Certificate process for new and existing aircraft owners.
• Participate and contribute in daily operations meeting.
• Responsible for oversight and efficient/accurate processing of all owner and charter trip packets with a goal of providing completed packages to the accounting department within 24 hours.
• Meet daily, monthly, and annual sales and operations goals.
• Maintain outward/external sale call efforts as required.
• Maintain and continually improve company databases (clients and vendors).
• Learn to utilize computer systems and programs to perform job duties to include but not limited to: FOS, Flight Explorer, and Microsoft Office Suite.
• Responsible for client follow ups and thank-you cards.
• Participate in regular aircraft owner and block charter client meetings to gauge customer satisfaction and identify improvement opportunities.
• Maintain client portal schedules.
• Travel required for conferences, trade shows, and customer visits.


Reporting Functions:

CSG Representatives will work together to accomplish a diverse array of sales, charter client, and aircraft owner reports. Reports are constantly evolving and changing to ensure FlightWorks can capture and analyze data in order to stay competitive. Reporting functions may include but are not limited to:

• Daily, weekly, monthly, and annual charter sales reports.
• Weekly, monthly, and annual aircraft flight hours and utilization reports.
• Weekly, monthly, and annual crew utilization and allocation reports.
• Weekly, monthly, and annual owner schedule and fleet status reports.
• Daily, weekly, monthly, and annual fuel reporting.

Required Qualifications:
• Excellent communication and teamwork skills.
• Ability to think and respond in a rapidly changing environment.
• General knowledge of geography, aviation meteorology, customer service, and corporate aircraft types and performance.
• Ability to work flexible hours and schedules.

Preferred Qualifications:
• College Degree (Aviation or Business degree preferred).
• Previous sales experience.
• Solid computer skills to include FOS software.


Note: This job description does not imply that the above functions are the only tasks that may be performed. Employees will be expected to follow any other job-related instructions and perform any other job-related tasks as requested by Shift Leads and FlightWorks Management.

Full-Time

Company profile:

Kennesaw, GA, US
FlightWorks is a leader in business aviation services. We provide executive charter services, aircraft management programs, aviation consulting - including acquisitions and sales, and government aviation support programs. Our asset management services translate directly into greater safety, increased revenue and lower costs for aircraft owners. As an FAA Air Carrier with worldwide charter operations experience, we provide our clients with 24/7 dedicated service, a flawless incident- and accident-free safety record and a diverse fleet of exceptional jet aircraft. We have created a culture in which our clients, our employees, and our communities share in our success.

FlightWorks Inc. was founded in 1994, and it has grown into a dynamic, customer-focused company. We are experiencing continued success and growth as FlightWorks expands its service offerings and operations. Corporate headquarters are located in metropolitan Atlanta, with ground service operations in the Washington DC area and Jacksonville, Florida. Additional operational sites include Knoxville, TN; Tulsa, OK; Dallas, TX; Denver, CO; Salt lake City, UT and Santa Barbara, CA. Our aircraft management programs and charter service operations are recognized throughout the industry for technical expertise, safety initiatives, and exceptional customer service.

FlightWorks is a growing organization; our business groups are consistently establishing track records within their respective areas. Our structure provides the stability and resources of a large organization, while preserving our innovative and entrepreneurial environment. Our business groups stay close to our customers and respond quickly to changing needs. FlightWorks’ mission is advanced across the face of our company – ‘FlightWorks is committed to being the leader in business aviation services by providing our customers and employees uncompromised safety, exceptional quality, and unparalleled customer satisfaction.

Direct employment inquiries to:

600 TownPark Lane
Kennesaw, GA, 30144
US

Company Telephone: 800-255-1971
Company Fax: 678-819-4462
Company web site: www.flightworks.com