Tactical Services Specialist

The Tactical Services Specialist is responsible for the service execution of each of our members and charter clients’ flights each day along with service setup of the next day’s flights., * Provide the highest level of services for all fractional, jet card, owner, consumer, managed aircraft owners and charter clients in the daily flight schedule.

• Utilize expert knowledge of potential operational impacts as well as company products, programs, fleets and internal processes to provide clients with optimal trip solutions.
• Collaborate with Operations Command Center team members (Duty Manager, Scheduling, Crew Scheduling, Dispatch) and Experience Concierge and Member Services team to ensure day-of flights are executed successfully along with the setup of the next morning’s flights.
• Proactively follow each assigned flight to discover potential issues that may affect our customers such as weather, traffic and ATC delays.
• Provide timely updates to any flight when could be or is suffering from an operational issue.
• Exemplary communication, including impeccable phone conversation skills as well as written communications supporting all our customer types.
• Ability to provide consistent professional communication in deescalating high intensity situations.
• Efficient time management and organizational skills and the ability to productively manage the needs of the business and correspondence with clients.
• Keep abreast of best practices and promotional trends.
• Continuously improve through feedback.

• Interpersonal skills with an emphasis on strong communication skills in both oral and written forms
• Effective time management
• Attention to detail
• Focus on excellence
• Adaptability
• Professionalism in hard conversations
• Other cognitive processing
• Problem finding and solving
• Multi-tasking
• Detail orientation
• Reasoning and connecting ideas
• Adept quick learning
• Prioritizing, time management and organizational skills
• Great relationship management skills and openness to feedback

Competencies

• Microsoft Office Suites
• Airtable or similar web-based productivity tools & CRMs
• FlightAware or similar flight following programs
• Call center & phone functionality, * Ability to occasionally lift and move standard office objects weighing up to 20 pounds.
• Ability to remain in a stationary seated or standing posture for extended periods of time.
• Ability to move inside the office environment to access shared printers or meeting rooms.
• Ability to navigate multi-level facilities via stairs or elevators during daily transit.
• Ability to read small-print documents, view multiple computer screens, and inspect detailed reports clearly at close range.
• Ability to hear and exchange accurate information during phone calls, video conferences, and in-person team discussions.
• Ability to perform continuous keyboarding, mouse navigation, or ten-key data entry tasks.
• The essential functions described in this job description represent the fundamental duties of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position, consistent with applicable law., * High school diploma or equivalent
• Proven customer service abilities
• Proven consistency in a fast-paced environment
• Strong interpersonal communication skills
• Must be authorized to work lawfully in the United States without sponsorship.
• Candidates must successfully complete a comprehensive background check prior to employment. This includes verification of previous employment, education, criminal history, and any other relevant information necessary to determine the suitability for the position., * Associate’s degree in related field
• 3 to 5 years of Customer Service Experience, preferred in the aviation industry

Work Environment

• This is a full-time, on-site position based in the Raleigh office, 4 on 4 off rotation.
• Primarily works in a professional office environment with moderate noise levels.
• May occasionally travel to other company locations, customer sites, or business-related events.
• May occasionally require flexibility in working hours based on business needs.