PM Shift Lead, Client Relations - Remote

Overview

The AM/PM Shift Lead, Client Relations, is responsible for leading the execution of trip planning and live trip management during their assigned shift. This role ensures the accurate and timely delivery of information to clients in accordance with Jet Linx standards and serves as the first point of escalation for all client trip planning needs. The Shift Lead plays a key leadership role in maintaining high levels of service and operational excellence, guiding the Client Relations team to deliver seamless and efficient client experiences throughout each trip. This position reports directly to the Client Relations Manager.

In Short

• Lead live trip planning and trip execution duties for the assigned shifts.
• Active trip planning and management for clients following Jet Linx Service Standards.
• Supervising and motivating team members, delegating tasks, and ensuring a positive and productive work environment.
• Managing the flow of work during their shift, ensuring all tasks are completed efficiently, and addressing any issues that arise.
• Ensure that Jet Linx Standards and KPI’s are being met.
• Accurate and timely management on updating and maintaining all client accounts, preferences, and expectations using company systems.
• Coordinate with Flight Operation Departments to ensure service standards are met and/or exceeded and identify any potential issues.
• Proactively communicate, document, and resolve complaints, escalating to management as needed.
• Provide internal and external follow-up to resolve any service failures appropriately.
• Regular and predictable attendance required.

Requirements

• Ability to understand and tailor all actions in accordance with defined Jet Linx service standards.
• Familiarity with travel industry practices, policies, and procedures.
• Establish and maintain effective relationships with clients.
• Excellent verbal and written communication and interpersonal skills to effectively interact with all levels of the company and its customers.
• Ability to work flexible, non-standard hours including nights, weekends, and holidays.
• Ability to use relevant software and online tools for trip planning and management.
• Ability to work both independently and as part of a team.
• Ability to work in a fast-paced environment, with strong attention to detail and organizational skills.
• Ability to maintain the confidentiality of sensitive information.
• Self-motivated and willingness to take initiative utilizing client information for problem resolution and improvements to service.

Benefits

• Competitive compensation and benefits package.
• Starting base annual salary for this position ranges from $64,400 to $90,000.
• Health, dental, and vision insurance.
• 401(k) with 6% company match.
• Paid time off.
• Company paid life and short-term disability coverage.