Member Services Representative

FlyExclusive, LLC; Raleigh (NC); On-site; USD 40,000 - 52,000; Full time

Job summary

FlyExclusive, LLC in Raleigh, NC seeks a Services Representative to coordinate flight reservations for retail clients, including fractional and jet club members. You will plan all flight activities, arrange catering and ground transportation, and ensure accurate, courteous service.

The role requires excellent communication, data entry, and teamwork, with flexibility to work evenings, weekends, and holidays.

Qualifications

• Strong customer service skills and the ability to communicate clearly with clients.
• Proven data-entry accuracy and proficiency with computer applications.
• Eligible to work in the United States without sponsorship.
• Willingness to work evenings, weekends, and holidays.
• Experience in customer-facing roles preferred, especially in aviation or travel services.

Responsibilities

• Provide the highest level of service for all retail clients.
• Create accurate reservations with catering and/or ground transportation.
• Coordinate safety, service and quality for all clients.
• Anticipate customer needs and respond proactively.
• Arrange all requested services prior to flight (catering, car services, etc.).
• Collect and verify travel documents as required.
• Follow procedures and perform quality checks before completion.
• Maintain and update customer data to ensure satisfaction.
• Ensure proper handover between shift rotations.
• Maintain confidentiality of client information.

Skills

Clear communication

Data entry

Customer service

Multitasking

Teamwork

Flexibility

Adaptability

Phone etiquette

Education

High School Diploma

Bachelor’s Degree

Tools

Microsoft Office

Job description

Job Summary

The Services Representative is responsible for the day-to-day interaction with all retail clients (fractional, jet club, owners, consumers) to expertly plan all flight activities and associated services. The goal of the Member Services Department is to provide our customers with an uncompromisingly efficient, accurate, consultative, and service-orientated interface with the company for reservations. The customer interface must be friendly, appropriate, helpful, and culturally sensitive.

Key Responsibilities

• Providing the highest level of services for all our retail clients
• Creating accurate reservations with all accompanied services such as catering and/or ground transportation.
• Providing the highest level of safety, service and quality to all our retail clients
• Anticipate all customers’ needs whenever possible
• Arranges all requested services for our clients prior to their flight, including but not limited to catering, car services, rental cars, etc.
• Gathers all documents required prior to travel including but not limited to passports, international documents including Visas, parental consent forms, etc.
• Follow all procedures and templates, when provided, and quality checks before completion
• Proactively manage the customer database to facilitate satisfaction from all retail clients.
• Ensure that a proper verbal and written handover is completed to the following rotation
• Ensure confidentiality for all clients

Skills And Abilities

• Ability to communicate clearly and effectively through phone, email and personal correspondence.
• Basic understanding of computer applications and data entries
• Extensive knowledge of Microsoft Office
• Ensures all new flights built onto the schedule coordinate with the initial request
• Handle preparations for flights on our schedule
• Ability to adapt and respond to different characters
• Exceptional critical thinking and presentation skills
• Ability to multitask, prioritize and manage time effectively
• Must be available and flexible to work variable shifts including weekends and holidays

Competencies

• Microsoft Office Suites

Work environment

• Typical office and computer lab environment with frequent interruptions
• Mostly indoor office environment
• 4 on, 4 off rotation, 10-hour workday
• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Physical Demands

• 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.

EEO Statement

flyExclusive does not discriminate based on race, color, religion, sex (including pregnancy, sex stereotyping, gender identity, gender expression or transgender status), national origin, sexual orientation, physical or mental disability, age, protected genetic information, status as a parent, marital status, political affiliation, or retaliation based on prior protected EEO activity.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

Required Qualification

• High School Diploma
• Strong customer service skills
• Ability to work evenings, nights, weekends, holidays
• Ability to sit for long periods of time
• Excellent interpersonal skills
• Previous customer service experience
• More than proficient in data entry
• 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.

Preferred Qualifications

• Bachelor’s Degree
• 1 to 3 years Aviation
• 1 to 3 years in Customer Service