Customer Experience Specialist
Job Description
Job Description
TROPIC OCEAN AIRWAYS LLC
CUSTOMER EXPERIENCE SPECIALIST (CES)
Directly Reports To : Manager of Marketplace
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 Charter Sales 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 :
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