ABOUT AERO
Aero is on a mission to elevate air travel—inspired by the golden age of aviation, designed for modern life. Direct, premium flights via private terminals offer guests the comfort of low-contact travel and the effortlessness of flying private. We pride ourselves on being dedicated hosts and expect the same commitment from every team member. That means we prioritize safety above all else, personalize every experience, always assume the best intentions, and act decisively.
ABOUT THIS ROLE
At Aero, our experience extends beyond taking people from one place to another. As a team, we pride ourselves on being consummate hosts, ensuring every guest enjoys an effortless, personalized experience. Much like the spaces we've designed, our service is about cultivating guest relationships and building community. We are looking for team members who are natural empaths, derive energy from serving and delighting others, and want to be part of ushering in a new Golden Age of Travel!
As an Aero Concierge, you are the all-star liaison between Aero and our guests (and potential guests). Our Concierge team uses the best customer service practices across various activities, from selling prospective guests on the Aero experience, preparing guests and collaborating with the ground team for upcoming flights, triaging any problems our guests may encounter, and ensuring they have a truly memorable experience every step of the way.
RESPONSIBILITIES
- Contribute to customer satisfaction score (NPS) by providing superior, personalized service to our guests and prospective guests via phone, email, and chat and ensuring all open tickets are resolved promptly and concisely.
- Understand the specific context and desires of prospective guests to tailor the features and benefits of the Aero experience to their needs and drive trip booking conversion.
- Ensure all guest information is collected, documented, and distributed promptly and efficiently according to established processes.
- Use all systems and tools effectively to ensure operations run smoothly.
- Proactively coordinate and organize all communication regarding flight management details, including itinerary changes, transportation arrangements, and other special requests.
- Coordinate closely with the Operations team to communicate any changes that may occur with the flight schedule, weather, aircraft, any IROPS (irregular operations), and certain accommodations to meet the needs for our guests.
- Effectively communicate and escalate operational and experience issues
- Identify areas of opportunity for new processes and systems that better support our operation and guest experience; be proactive and generous with your ideas and experiments.
- Be well-versed and knowledgeable on all aspects of the Aero experience, including all menus, flight schedules, guest procedures, and technology systems.
- Stay up-to-date with and knowledgeable about all company and FAA policies and procedures and ensure all activities remain in accordance with the Concierge Playbook and TSA security requirements.
- Complete side work and daily tasks as directed by leadership and as requested by other departments.
We are looking for someone who...
- Displays team spirit and a flexible attitude with everyone, including with teammates outside of the Concierge team.
- Is proactive and motivated by helping others – whether guests or teammates.
- Exhibits excellent time management skills and the ability to self-start and prioritize tasks.
- Possess the ability to troubleshoot problems proactively and provide detailed feedback on systems and hardware needed to perform job functions.
- Demonstrates a calm and professional demeanor in a dynamic, fast-paced work environment.
REQUIREMENTS
- Must be willing to work, on-site at our fixed-base (FBO), on certain flight days and provide in-person assistance to guests as, needed.
- Instead, what is preferred, is a demonstrated background in customer service, and those who have worked in either/or: a luxury service environment, a customer-focused start-up , or the private aviation sector.
- Must have experience with email services and proficiency using customer service tools (experience with Zendesk is a plus).
- Flexibility to work weekends and shifts that reflect Pacific Standard Time (PST), where our main hub is located.
- Aviation Experience Preferred
BENEFITS & PAY
- Pay Range: $22.00 / per hour in Los Angeles, CA - exact compensation may vary based on skills, experience, and location
- Time Off: vacation, sick, bereavement, and holiday
- Benefits: medical, dental, vision, life, disability, 401k, health FSA, dependent care FSA
Aero is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
