Current Day Account Manager (NJUS)

Purpose of Position

The Owner Services Current Day Account Manager is responsible for all day-of communication with our Owners while collaborating effectively with Strategic Operations, Maintenance, Dispatch, Crews, Operations, and Owner Services Management Teams to ensure day-of flights are executed successfully. This high touch position utilizes expert knowledge of potential operational impacts as well as NetJets products, programs, fleet, and internal processes to provide Owners with optimal trip solutions. Ability to manage delays/recoveries or other trip impacting issues via strong collaboration, adaptability, and striving for positive results will be essential when seeking solutions.

Tasks and Responsibilities

• EXEMPLARY CUSTOMER SERVICE - Act as the main contact for the client's day-of flight and provide information or changes to trip. Ability to communicate pertinent trip impacting information such as aircraft changes and flight delays while maintaining a high degree of professionalism, attentiveness, and active listening. Address and de-escalates client's concerns by communicating with empathy and demonstrating knowledge of operational requirements.
• KNOWLEDGE - Acts as a trusted advisor by consulting with clients on optimal trip solutions for day-of flights through utilization of Owner Services and operational knowledge. Effectively collaborates with internal and external business partners to ensure correct and accurate information is communicated with the client in a timely and professional manner.
• OPERATIONAL EXCELLENCE - Efficient time management and organizational skills and the ability to productively manage the needs of the business and correspondence with clients. Proactively identifies issues that may impact a flight and facilitates problem solving through cross-departmental collaboration. Review flights to ensure proper setup and monitor for impacts and/or other issues. Strong attention to detail and data accuracy.
• Note: It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a full list of essential job functions, please refer to the essential functions worksheet for that position.

Education

Certifications and Licenses

Years of Experience

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

• Must have an active individual development plan (IDP) and be current on completion of internal training.
• Demonstrates competency with all Owner Service Account Manager job duties and identifies ways to improve processes and procedures to continuously develop a more proactive approach to providing service.
• Must be consistently meeting or exceeding expectations from a performance and attendance perspective for a minimum of one year.
• Demonstrates ability to partner and manage both internal and external relationships in a professional and service-oriented manner.
• Strong verbal and written communication skills with the ability to clearly and effectively communicate with all levels of employees, management, owners, and vendors.
• Detail oriented with a proven ability to prioritize multiple objectives in a dynamic environment with constantly shifting priorities.
• Demonstrates ability to recognize and addresses potential operational issues and offer ideas for areas of improvement.
• A strong understanding of fractional aviation with operational cross-training experience within NetJets specifically and/or the fractional aviation industry generally.
• Comfortably and effectively makes on-demand decisions with little to no supervision or upfront management support.
• Proficient PC skills including MS Office applications and strong working knowledge of NetJets specialized software including but not limited to IJet II and ETM.