Client Experience Consultant

Location: Quincy,Massachusetts,United States

ABOUT MAGELLAN JETS:

Founded in 2008 and now one of the largest private aviation providers, Quincy, MA-based Magellan Jets is a premier provider of private aviation solutions, offering a comprehensive range of Jet Card ownership, On-Demand Charter, and Aircraft Sales and Management. With a focus on personalized service, Magellan Jets is dedicated to delivering customized and unparalleled flying experiences to its Private Clients worldwide. Magellan Jets and its FAA-certified Flight Operations team lead one of the industry’s most comprehensive safety management systems and protocols, providing peace of mind to the most discerning travelers. 

POSITION SUMMARY:

Reporting directly to the Client Experience Manager, you will play a pivotal role in providing exceptional customer service and handling the day-to-day client interactions and cater to our clients’ individual preferences and needs with the utmost care. Anticipating their requirements and preempting any issues ensures our clients enjoy a worry-free journey every time they fly with us.  

ESSENTIAL FUNCTIONS: 

As a Client Experience Consultant, you'll be at the heart of our commitment to delivering a world-class flight experience. These tasks represent the core responsibilities and will continue to evolve as Magellan Jets grows and innovates. The Client Experience Consultant ensures the safety and quality of our clients' flights such that Magellan Jets always provides a world class flight experience. This includes: 

• Upholding Magellan Jets’ high standards of customer service, ensuring every interaction exceeds expectations. 
• Maintaining regular and prompt communication with clients, ensuring their needs are understood and met.
• Ability to work from the Quincy, MA office 4 days a week  
• Participating in weekend coverage rotation and occasional night shifts
• Adhering to Magellan Jets’ employee customer service contract standards 
• Collaborating closely with colleagues across the organization to ensure seamless service delivery with every private client interaction.
• Arranging ground transportation, catering, and other special requests to enhance the travel experience
• Adapting to and managing changes in client requests and itineraries promptly and efficiently
• Reviewing flight itineraries to ensure safety and compliance with relevant regulations
• Tracking active flights in real-time, ready to address any issues that may arise
• Supporting any mechanical recovery or flight deviation requirements 
• Providing informed advice to private clients to support their mission needs

COMPETENCIES: 

• At least 1-3 years of customer service experience required.
• Bachelor’s degree preferred.
• Experience working in a hotel or for a luxury brand preferred.
• 5-Diamond Customer Service Experience  
• Consistently striving to achieve and surpass private client expectations.
• Meticulous attention to detail to ensure every aspect of the trip is perfectly coordinated.
• Excellent communication skills 
• A passion for teamwork and collaboration to deliver exceptional service as part of a dedicated team. 

WORK ENVIRONMENT: 
Primarily office-based, with 1 remote/ work from home day each week. General office environment with moderate noise levels. Occasional travel to aircraft or client locations may be required.  

PHYSICAL DEMANDS: 

• Extended periods sitting at a desk or workstation.
• Occasional walking/ movement between work areas (e.g., meetings, restrooms, or kitchen).
• Repetitive Hand and Wrist Movements via frequent typing and use of a mouse.
• Light lifting of office supplies, documents, or equipment (up to 20 lbs.).
• Screen Use: Prolonged use of a computer screen.

POSITION TYPE AND EXPECTED HOURS OF WORK:

This is a Full-Time Exempt position.  

Schedule & Shift Structure:

This role operates on a rotating shift schedule. Candidates must be available to work one of the following shift patterns, which include a required weekend day:

• Tuesday – Saturday, 12:00 PM – 8:00 PM

• Sunday – Thursday, 12:00 PM – 8:00 PM

In addition to the 12:00 PM – 8:00 PM shift, employees participate in a rotating schedule that also includes an early shift:

• 7:00 AM – 3:00 PM (included in rotation)

Training Period:

All new hires will complete an onboarding training period prior to transitioning to their assigned rotating schedule. Training takes place Monday through Friday, 9:00 AM – 5:00 PM.

Hybrid Work Policy:

This role is eligible