Concierge

Aero

18d•$25 - $33•Remote

About The Position

At Aero, our experience extends beyond taking people from one place to another. As a team, we pride ourselves on being consummate hosts, ensuring every guest enjoys an effortless, personalized experience. Much like the spaces we’ve designed, our service is about cultivating guest relationships and building community. We are looking for team members who are natural empaths, derive energy from serving and delighting others, and want to be part of ushering in a new Golden Age of Travel! As an Aero Concierge, you are the all-star liaison between Aero and our guests (and potential guests). This is a fully remote role. Our Concierge team uses the best customer service practices across various activities, from selling prospective guests on the Aero experience, preparing guests and collaborating with the ground team for upcoming flights, triaging any problems our guests may encounter, and ensuring they have a truly memorable experience every step of the way.

Requirements

Must have experience with email services and proficiency using customer service tools (experience with Salesforce is a plus).
Available to work nights, weekends, and holidays, if required.
Flexibility to work shifts that reflect the time zone of our main hubs (LA or New York)

Nice To Haves

aviation experience is a plus
demonstrated background in customer service
luxury service environment
customer-focused start-up
private aviation sector
experience with Salesforce is a plus

Responsibilities

Contribute to customer satisfaction score (NPS) by providing superior, personalized service to our guests and prospective guests via phone, email, and chat, and ensuring all open tickets are resolved promptly and concisely.
Understand the specific context and desires of prospective guests to tailor the features and benefits of the Aero experience to their needs and drive trip booking conversion.
Prepare relevant documentation and materials for flights, support guests through their journey, and work closely with ground handling and airport partners remotely.
Ensure all guest information is collected, documented, and distributed promptly and efficiently according to established processes.
Proactively coordinate and organize all communication regarding flight management details, including itinerary changes, transportation arrangements, and other special requests.
Coordinate closely with the Operations team to communicate any changes that may occur with the flight schedule, weather, aircraft, any IROPS (irregular operations), and certain accommodations to meet the needs of our guests.
Effectively communicate and escalate operational and experience issues.
Collaborate with Concierge, Flight Crews, and Operations teams to make critical decisions regarding daily operations.
Use all systems and tools effectively to ensure operations run smoothly.
Identify areas of opportunity for new processes and systems that better support our operation and guest experience; be proactive and generous with your ideas and experiments, and contribute to process improvement.
Be well-versed and knowledgeable on all aspects of the Aero experience, including all menus, flight schedules, guest procedures, and technology systems.
Stay up-to-date with and knowledgeable about all company and FAA policies and procedures, and ensure all activities remain in accordance with the Concierge Playbook.
Complete side work and daily tasks as directed by leadership and as requested by other departments.