Delta Private Jets
  • - Client Aviation
  • Erlanger, KY, USA
  • Full Time

General Summary
Act as primary account manager for aircraft owners and their aircraft management account with DPJ. Serve as the primary liaison with the account for all relationship matters involving owner experience, service recovery, billing, contracts, and overall aircraft availability. Provide exceptional customer service and experience to all DPJ aircraft owners, their administrators, their crewmembers, and all internal DPJ customers.

Responsibilities

  • Develop, maintain, and evaluate the ongoing relationships with managed aircraft customers to ensure positive owner experience.
  • Act as principal customer support agent for aircraft owners and flight departments across all DPJ aircraft management programs.
  • Serve as dual advocate: Advocate for the owner' needs and wishes within DPJ and advocate DPJ's business needs to the owner in the interest of mutual financial success.
  • Produce, update, and amend management agreement contracts, addendums, and side-letter agreements as necessary to meet Delta Private Jets requirements.
  • Communicate with managed aircraft owners or designated representatives on daily operational issues, aircraft availability, aircraft utilization, aircraft appearance, aircraft maintenance needs, and any other issue deemed appropriate.
  • Ensure company records relating to the aircraft, the owner, and account are properly maintained.
  • Coordinate in-processing and out-processing of managed crewmembers and employees with applicable departments within Delta Private Jets.
  • Coordinate with internal Delta Private Jets departments to set and achieve common and consistent goals for aircraft management customers.
  • Ensure that all monthly managed aircraft finance statements are reviewed for accuracy and applicability of content; resolve outstanding balances with the account when necessary.
  • Measure and report on owner satisfaction metrics associated with the account; recommend ways to improve satisfaction score within DPJ.
  • Coordinate with maintenance team with respect to shop orders, invoices and applicability of maintenance programs.
  • Coordinate with maintenance team and aircraft customers regarding aircraft appearance upgrades.
  • Travel as required to meet with prospective or current aircraft management clients.
  • Ensure an owner welcome kit is provided to each account; provide gifting to the owners and their account stakeholders as opportunities arise.
  • Assist with aircraft onboarding and off-boarding as assigned by the Manager of Client Support.
  • Assist with resolving aircraft insurance claims as assigned by the Manager of Client Support.
  • Share account ownership and cover accounts for other Owner Support Ambassadors as needed.
  • Represent owner interests, needs, and account activity at the Daily Operations briefing meeting.
  • Perform other duties and/or special projects as assigned by the Manager of Client Support or higher authority.

Qualifications

  • Bachelor's degree in aviation, or equivalent experience.
  • Experience in the charter or fractional corporate aviation industry.
  • Working knowledge of FAR Parts 91 and 135.
  • Knowledge of aircraft warranty programs and subscriptions.
  • Ability to work cohesively in a team.
  • Ability to work nights/weekends/on-call as needed.
  • Extensive customer service background.
  • Excellent written and verbal skills.
  • Proficient in Microsoft Word, Excel, Outlook, and PowerPoint.

To ensure a safe environment for all, we require a drug screening, FBI fingerprinting check and a 10-year background check.

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