aero - Concierge & Reservations Systems Specialist

• 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. • 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 • Be well-versed and knowledgeable on all aspects of the Aero experience, including all menus, flight schedules, guest procedures, and technology systems. • Complete side work and daily tasks as directed by leadership and as requested by other departments. • Develop internal knowledge guides and conduct GDS training sessions for the Concierge team. • 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. • 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. • Minimum 1-2 years of hands-on experience in a Global Distribution System (Sabre highly preferred). Must be proficient in native GDS commands. • Demonstrated ability to perform complex pricing and ticket exchanges • Prior experience in a “Help Desk” capacity within a travel agency or airline environment is strongly preferred. • Ability to work remotely • Must have experience with email services and proficiency using customer service tools (experience with Zendesk and/or Salesforce is a plus) • Flexibility to work weekends and shifts that reflect Pacific Standard Time (PST), where our main hub is located.