Overnight Client Services Executive

XO; Fort Lauderdale (FL); On-site; USD 42,000 - 62,000; Full time

Job summary

XO is seeking a client services specialist to ensure each flight is tailored to client needs and to manage all trip details with precision. You will communicate proactively, maintain up-to-date itineraries across systems, and collaborate with sales, operations and crew to deliver a seamless experience.

The role requires strong English communication, ability to multi-task under pressure, and a client-first mindset to maintain a home-away-from-home experience for our clients.

Qualifications

• Experience in a customer service role and a drive to deliver exceptional service.
• Ability to calmly handle difficult or demanding situations while keeping the client experience seamless.
• Excellent interpersonal skills and a proactive, service-driven mindset.

Responsibilities

• Arrange flight-related services and keep itineraries up to date in all systems.
• Proactively communicate with clients about restrictions and best options for travel.
• Onboard new clients and build relationships with clear, professional communication.
• Collaborate with sales, operations, billing, and crew to support a seamless experience.
• Navigate different systems and guides to retrieve information quickly.

Skills

Customer service

Client communication

Team player

Multitasking

Attention to detail

English proficiency

Job description

Client Services is the backbone in providing clients with the best flying experience in the industry. The team handles all aspects of a client's journey with us, providing them with not only exemplary service but ensuring each flight is seamless and tailored to their needs. Their aim is to provide a home away from home for our clients, so no request is too big or too small.

Responsibilities

Providing an exemplary service and ensuring that each flight is tailor-made to the clients' needs, your responsibilities will include:

• Trip Management: Arrange all flight-related services, managing active tickets containing client requests/changes, keeping itinerary up to date for client and in all systems.
• Proactive Client Communication: Ensure that the client is communicated with regarding all restrictions, always recommending the best options to them and striving to meet their every travel need. On the day of the flight, keeping client up to date on any unexpected or uncontrollable issues that may arise.
• Profile Management: Onboarding new clients to introduce them to the product and the company, speaking to clients and building relationships, maintaining clear, concise, and professional communication with our clients at all times.
• Interdepartmental Communication: Partner with sales team, operations team, billing team, and crew to support them as needed, ensuring a seamless experience for clientele.
• Data Management and Technical Savviness: Be able to keep systems up to date, navigate between different programs with ease, be resourceful in finding answers using the guides given at the time of training.

Required Skills And Experience

• You have experience in a customer service role and the enthusiasm and determination to provide exceptional service to all customers.
• Your experience includes skillfully handling difficult and demanding situations, while ensuring that the customers' experience is seamless.
• You're proactive, service-driven, a keen team player and possess excellent interpersonal skills.
• You have ability to multi-task in a high-pressure environment.
• Excellent English language skills, including advanced spelling and grammar that will enable you to communicate clearly with your customers.
• You're able to maintain accuracy, a strong attention to detail and deliver punctually even when working under pressure.