Client Services Specialist - Vista Global

XO is revolutionizing the private aviation industry by combining data intelligence with distinct, elevated service to allow you to reach anywhere in the world, anytime, just by reaching for a mobile device. Built on 20 years of innovation and skill, XO is the world’s premier aviation network.

Client Services Specialist are responsible for delivering exceptional customer service to XO clients. The Client Services Specialist is expected to acquire an in-depth understanding of each client’s individual travel preferences and provide personalized service as a single point of contact. The Client Services Specialist will work cross-functionally with the sales, revenue management, accounting and operations teams to ensure superior trip execution and a flawless client experience. This role will predominantly assist in the flight coordination of the XO Shared Flights.

• Directly responsible for the proactive coordination and communication of all flight management details including itinerary details, manifest details, catering requests, on-board service items, ground transportation arrangements, flight following and specific customer requests via email, phone and the XO APP
• Proactively and simultaneously monitor multiple flight statuses and ensure timely flight updates are made to the passengers
• Works closely with the operations teams on flight feasibility, operational concerns and weather forecasts. Advises Operations of any pertinent customer details to be communicated to the flight crews
• Report flight reliability, completion, and disruption (if any) via Sales Force
• Provide prompt and concise communications to clients and internal teams with respect to all flight management including itinerary updates, flight delays or disruptions and weather updates
• Works in partnership with internal and external aircraft operators to ensure recovery aircraft availability
• Directly coordinates and communicates (verbally and in writing) any changes that occur related to change in scheduling or aircraft availability
• Works in partnership with Sales team to understand the needs of all passengers before and during each flight and upon arrival to destination airports
• Understands assigned Membership, customer, and trip needs and articulates options to best suit individual requirements
• Develop relationships with clients and Executive Assistants
• Educate existing and new clients on our Shared Flight product, policies, and XO APP usage
• Interfaces directly with FBO personnel and XO Ground Representatives to advise of any flight disruptions and manage customer requests
• Effectively communicates and escalates operational issues and specific trip logistics as needed
• Takes on client escalations as needed and provides sound solutions and or compensation
• Ensures client retention through personalized support interactions, loyalty incentives, and taking proactive action on client feedback
• Compile service issue reports and provide recommendations for improvement
• Manage problems and issues using independent judgment and provide sound solutions to ensure client satisfaction
• Performs additional assignments and projects as required
• Must have the flexibility to work in a 24/7/365 Operations Center to cover the needs of the operation and may be assigned to shifts that include days, nights, afternoons, weekends and holidays.
• Ability to appropriately filter non-shared flight related inquiries to the correct team/department
• Thrives in a teamwork environment by sharing specific tasks but can also work independently when needed
• Create and maintain client profiles with all pertinent and required information to ensure a consistent flight experience. Including sensitive information
• Demonstrates XO's visions of world-class client services
• Embody the values of the XO culture within the Client Services department and the SOC to create and maintain a positive work environment

• 2-3 years of professional client service experience, travel, hospitality, or similar high-touch customer service experience
• Highly detail oriented with excellent organizational skills
• Ability to perform fundamental tasks on a computer and troubleshoot when needed
• Ability to synthesize, prioritize and precisely execute multiple tasks under time constraints in a dynamic environment with constantly shifting priorities.  
• Demonstrable ability to forge trusted relationships with internal and external customers
• Must be able to handle confidential information
• Dynamic individual who thrives in a fast-paced environment
• Excellent verbal and written communication skills