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Customer Experience Specialist

Tropic Ocean Airways
Posted 2 months ago, valid for 9 days
Location

Fort Lauderdale, FL, US

Salary

$17 - $22.5 per hour

Contract type

Full Time

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Sonic Summary

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  • Tropic Ocean Airways LLC is seeking a Customer Experience Specialist (CES) who will report directly to the Manager of Customer Experience.
  • The CES will assist scheduled service and charter guests with booking, rescheduling, and cancellations, ensuring an exceptional overall guest experience.
  • Candidates must have at least 2 years of experience in a customer service role and possess strong communication skills.
  • The position offers a salary of $50,000 per year, with responsibilities including coordinating with the operational team and managing inbound requests.
  • Key skills required include time management, multi-tasking, and accountability to uphold the company's core values.

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.  

 

 



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