Careers

Client Service Manager | John Wayne Airport KSNA

Looking to work with a dynamic, client service-oriented team, in a fast-paced environment, with a never-the-same-day-twice experience, and in an airport, environment serving high-net-worth individuals and corporate aircraft crews?

Do you excel at making customers smile, engaging them in friendly conversation, anticipating their needs, and creating “wow” moments that will keep them coming back again and again?  Do you enjoy taking on new challenges and projects? If this sounds like you, then we would love to speak with you about this position!

Position Summary

The Client Service Manager will lead a team of Client Service Representatives at our private jet terminal (aka FBO) at John Wayne Airport in Costa Mesa, CA. The individual will be responsible for a variety of customer service, sales, and marketing-related activities that will drive revenue and increase customer satisfaction.

The ideal candidate is self-motivated, creative, solutions-oriented, eager to learn, adapt at training others, organized, and able to motivate and lead a team. The individual will be responsible for executing tasks in line with the company sales and service strategies to achieve targeted metrics related to revenue and customer satisfaction. The individual will work in coordination with internal teams as well as identify and arrange partnership agreements with local businesses and vendors.

All applicants must submit to a pre-employment drug screen and background check.

Performance Objectives

  • Achieve targeted financial and customer service metrics.
  • Work closely with FBO partners to identify target customers and execute plans to attract their business.
  • Continually refine service delivery methods to increase customer satisfaction.
  • Prepare sales and service activity reports for measuring program success.
  • Lead monthly team building and training sessions with the Client Service team.
  • Utilize and continually improve training methods and materials.
  • Become proficient in the use of applicable software platforms in use at the company.
  • Further both business aviation industry knowledge and personal development skills through workshops, research, and seminars, and share best practices and new tactics with the team. 

Responsibilities

  • Train and lead the Client Service team, including annual performance reviews, ongoing coaching, and training, scheduling, uniforms, training, coaching, and disciplinary issues.
  • Work closely with accounting and finance to ensure proper invoice processing and reporting.
  • Collaborate with Line Service Manager and Facilities Manager to ensure facility and procedures meet the needs of customers.
  • Develop expert knowledge and use of FBO software systems including Avpos, X-1, FBO360, and other related systems.
  • Continually improve systems, tools, and procedures to improve the customer experience, improve client loyalty and increase the efficiency of the operation.
  • Foster strong relationships with FBO partners including the World Fuel Air Elite team, Paragon Network team, and CAA team.
  • Strengthen and expand the existing client base by securing new clients utilizing innovative strategies.
  • Handle highly complex customer or service issues and oversee day-to-day operations.
  • Create distinct plans for driving new-to-town corporate sponsorship gifts.
  • Analyze market trends, customer behavior, and competitive landscape. Continually seek and research new trends in customer service and sales and provide recommendations to leadership.
  • Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform other job-related duties assigned by their supervisor or management.

Skills and Qualifications

  • Associate’s degree required; Bachelor’s preferred
  • Minimum 5 years of customer service/sales experience.
  • 2 years of aviation experience is strongly preferred.
  • Prior managerial experience.
  • Excellent writing, communication, and presentation skills.
  • Proficiency in full Microsoft Office suite. (Outlook, Word, Excel, and PowerPoint)
  • Familiarity with customer relationship management (CRM) tools is a plus, but not required.
  • Must be able to lift, pack and move boxes weighing 20-40 pounds. 

Personality and Character

The ideal candidate will exhibit the following traits:

  • Strong organizational skills
  • Good communicator
  • Trustworthy, responsible, and dependable
  • Friendly, creative, and positive with strong initiative
  • Critical thinker wants to understand the “why” in order to grow in their role and area of responsibility.
  • Able to multi-task across various projects and deadlines
  • Seeks feedback and constructive criticism on their work.
  • Gives feedback and constructive criticism on their team’s work.

Benefits

Clay Lacy Aviation offers an excellent benefits package including medical, dental, vision, matching 401(K), and more to employees in full-time positions.

Equal Opportunity Employer

In compliance with the Americans with Disabilities Act, the company provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

 

All applicants must submit to a pre-employment drug screen and background check.

About Clay Lacy Aviation

Founded in 1968 by legendary aviator and industry pioneer Clay Lacy. Today, Clay Lacy Aviation is considered the world’s most experienced operator of private jets. Prominent individuals and leading corporations trust Clay Lacy for aircraft management, charter, maintenance, avionics, interiors and FBO services. The company has aircraft operations and regional offices across the U.S., including full-service FBOs in Los Angeles and Orange County, and aircraft maintenance centers in Los Angeles, San Diego, and Oxford, Connecticut. With the most knowledgeable team in the industry, Clay Lacy delivers superior safety, service and value to aircraft owners and jet travelers worldwide. Visit claylacy.com