Service Manager Consultant bei Corporate Wings

The Service Manager Consultant has a passion for service and is a vital part of Sentient Jet. As the key to resolving Real-Time Client issues and ensuring Client Management has an escalation point when needed, this department is critical to the continued success of the Sentient brand and company as a whole. We maintain a very high level of satisfaction across our customer base, and we take phenomenal pride in our operational efficiency as well as the experience we provide.

As a Service Manager Consultant, you�ll play a key role in ensuring the de-escalation of customer issues via Sentient�s Customer Escalation Management (CEM) program. This program is designed to ensure confidence in Sentient by providing a safety net when 'normal' customer concerns or issue management processes require support. Key to the program will be the quality of your programmatic management skills as well as internal and external communications to stakeholders. Aside from customers, this includes, but is not limited to, Sales, Client Management, Account Directors, Marketing, and Executive Leadership.

This position offers the opportunity to develop and improve Sentient�s client experience in a customer-centric role. As part of de-escalating client concerns, you�ll develop a success-driven plan and leverage a cross-functional Sentient team, spanning the entire organization.

A day in the life�

• Being the direct point of contact for any card owner dealing with a day of flight issue.
• Being the direct escalation point for Client Management when a card owner needs a manager.
• Use creative solutions and outside the box thinking to achieve the best result for our owners.
• Familiarize yourself with the Sentient business, customers, and cross-functional partners.
• Positively influence customer outcomes by leading and coordinating resolution pathways.
• Discover root causes of issues and apply findings for preventative action measures.
• Partner with Leadership team to translate client needs into solutions.
• Maintain an open communication channel between Sentient and our clients on their overall satisfaction.
• Engage on client calls to facilitate the discussions and provide concern management during issues where organization is needed.

Successful Candidates Have a�

• Successful track record of managing critical situations in a cross-functional environment, which includes handling difficult client situations
• Strong ability to plan, organize, prioritize and independently tackle problems
• Passion for solving client issues and a champion of extraordinary customer service
• Excellent judgment, risk management, and issue mitigation skills
• Sense of urgency and the ability to make timely decisions while considering service, business, and technical constraints
• Excellent communication (oral and written), interpersonal, and organizational skills
• Ability to think creatively
• Versatility and adaptability

Prior Experience:

• Bachelor�s Degree in Hospitality, Aviation, Business, Communications or equivalent field/work experience preferred.
• 3+ years of customer-facing service delivery, service account management, customer support management, or a similar role

What You Will Receive From Us�

Competitive salary, paid time off, 401K, health/dental/vision/FSA, long-term and short term disability insurance, life and AD&D insurance, tuition reimbursement, headquartered in Quincy, MA with an onsite cafeteria, gym, corporate shuttle to public transportation, a tremendous amount of responsibility, dedicated co-workers, and the satisfaction of knowing you are part of a well-respected company at the forefront of Private Aviation.

SCHEDULE: Must be flexible to work nights, weekends and holidays as schedule covers a 24 x 7 operation.

Overnight shift duties will be trained and scheduled only if completely necessary.

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Sentient is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status.

This job description is a guideline for hiring, promotion and an overview of responsibilities for existing employees. It is not meant to be all-inclusive and management reserves the right to change duties and responsibilities at any time.