Client Management Consultant - New Grad's Welcome!

TITLE:   Client Management Consultant (CMC)

 

DEPARTMENT:  Client Management

 

REPORTS TO: Supervisor, Client Management

 

FLSA CLASSIFICATION:  Non-Exempt

 

SCHEDULE:  Must be flexible as schedule rotates in a 24 x 7 operation.

Weekends and nights are required, overnights will be trained

and scheduled only if completely necessary (e.g. overnight team

vacation schedules overlap).  Schedule typically posted four weeks

in advance.

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Job Purpose:  Provide premiere, consultative services to Travel Card (TC) members, comprised of wealthy individuals, small businesses, and Fortune 1000 companies. Responsible for meeting customer needs by responding to any customer inquires (via incoming calls and emails requests) as well as proactively resolving problems before they occur.

 

 

Duties and Responsibilities:Deliver consistent best in class service to TC membersMaintain excellent relationships with TC portfolio customersPromptly answer incoming phone calls and accurately input flight reservationFacilitate catering and ground transportation arrangements for clients as neededWork closely with Flight Operations to ensure service standards are being metComplete client follow up calls weekly as determined by department managerResearch service complaints and billing discrepancies, respond within 24 hour timeframe and resolve in a positive mannerInitiate client resolution phone calls and letters to resolve crisis situations by offering creative solutions to satisfy clientsMonitor client flight schedule dailyPerform quality assurance activities to ensure Sentient service standards are being met

 

Skills and Attributes:Must possess excellent communication skills ? both verbal and writtenMust have strong computer skills (MS Word, Excel Outlook, etc.)Must be detailed oriented, organized and possess the ability to multi-taskActive listening skillsMust possess a sense of urgency and the ability to meet critical timelinesMust have self motivation and the ability to work with little supervisionMust be  a team player, have great inter-personal skills and the desire to work cross functionally with multiple departmentsMust have unequivocal, tireless passion for providing world-class service every single day

 

Prior Experience:College degree required1-3 years work experience

 

 

 

 

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.