Service Executive (NJUS)

Job Description:

Join the NetJets Team

NetJets, the global private aviation leader for more than 60 years, provides the pinnacle of private travel, defined by a signature commitment to unwavering safety, personalized service, and reliable global access. Discover why NetJets is the ultimate career destination, offering exceptional benefits and growth opportunities.

Purpose of Position

At NetJets, we are dedicated to enhancing the lives of each Owner - our clients - one exceptional travel experience at a time. The Service Executive is a self-driven team member who adds value to the client experience by developing and maintaining relationships with existing high net worth clients, proactively monitoring the overall service health of a specific set of accounts and driving proactive service solutions. This role is responsible for delivering on incremental improvement for the overall travel experience by conducting service-related business reviews, fielding escalated situations successfully and managing high impact service follow-up. Through the use of industry-leading resources and working cross functionally with our world-class Operations and Sales teams, Service Executives are instrumental in delivering the exceptional service experience for our clients.

Tasks and Responsibilities

Develop client relationships and partner with Owner Services team to deliver improved travel experiences for clients. While Account Managers handle day-to-day travel needs, the Service Executive will manage high priority flights with Operations partners to proactively mitigate potential issues.
Utilize industry-leading tools and operational influence to track and improve overall travel experience to ensure experience KPI's are met. Areas of focus include likelihood to recommend, on-time performance, client satisfaction and account profile accuracy. If below thresholds for KPI's, Service Executives collaborate with Operations partners to correct the issues.
Facilitate Owner Services team's ability to know our clients by maintaining accurate client information and establishing information sharing cadence with Account Managers. Enable each department to effectively commnicate and service flights in line with client preferences and expectations.
Connect flight patterns and known details to Marketing events and partnerships to proactively provide opportunities for clients. Oversee special event coordination for clients via experience management and on-site support.
Collaborate with cross-functional teams and act as the service champion in internal and external conversations to drive positive outcomes for both NetJets and the client.
Establish an internal network to support company results while remaining current in ongoing training and development, business updates, industry news, and technology enhancements.

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 list of essential job functions, please refer to the essential functions document for this job.

Education

Bachelor's in Aviation or Hospitality

Certifications and Licenses

Years of Experience

4-6 years of experience

Core Competencies

Service-Oriented

Curiosity

Collaboration

Adaptability

Strives For Positive Results

Knowledge, Skills, Abilities and Other (KSAOs)

Builds Rapport - Uses comprehensive knowledge and skills to act independently while guiding and training others to quickly and effectively establish trust with clients and internal partners. Shows interest in client needs, shows empathy with clients circumstances, respects the client's time, incorporates client's point of view, provides relevant context, confirms understanding, reinforces professional capability
In-Depth Questioning - Uses comprehensive knowledge and skills to act independently while guiding and training others to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution. Seeks to understand the client's situation, explores client problems and solutions, differentiates between complaining and a desire for action
Questions Strategically - Works without supervision and provides technical guidance when required to uncover clients explicit needs and/or unforeseen opportunities and challenges. Probes to uncover dissatisfaction, raises awareness of the client's problem, seeks solutions to meet clients needs
Verbal Communication - Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies
Account/Client Management - Uses comprehensive knowledge and skills to act independently while guiding and training others on managing client accounts in a way that provides benefits both for the organization and its clients
Maintains the Relationship - Uses comprehensive knowledge and skills to act independently while guiding and training others to continuously provide effective solutions and value to the client's organization. Monitors client value perception, communicates successes and challenges, makes measurable contributions
Diagnoses Needs with Questions - Works without supervision and provides technical guidance when required to ask questions that encourage the client to talk openly about their key objectives and challenges. Asks open-ended questions, encourages clients to speak freely, allows responses to guide conversations
Navigates Client Challenges - Works at an advanced level to navigate conversations in which the client is frustrated or unhappy with the organization. Typically works independently and provides guidance. Listens nondefensively to angry/upset clients, defuses client tension, explains and addresses client issues, offers appropriate goodwill gestures, keeps promises made to the client, prepares for commonly encountered client challenges, assists multiple clients simultaneously
Strengthens Client Connections - Works at an advanced level to connect with clients to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works independently and provides guidance. Connects on a personal level, demonstrates a willingness to help clients, chooses client-focused words and phrases, acknowledges what the client says, affirms the clients choices, appreciates what the client does, assures the client of the organization's commitment, avoids technical or industry-specific jargon

How NetJets Supports You

NetJets is proud to provide a variety of attractive benefits to our employees, including many at no cost. Employees have access to no cost options including Medical, Dental, and Vision benefits, with access to robust networks of nationwide providers. NetJets offers benefits so you can LIVEWELL-a comprehensive package to support your Mind, Body, and Life.

Our comprehensive suite of benefits include:

Medical, Dental, and Vision
Healthcare Advocacy
Employee Assistance Program
Flexible Spending Accounts
Health Savings Account with annual employer contribution
Wellness Programs & Discounts
Paid Time Off
Parental Leave of Absence
Life and Accident Insurance
Voluntary benefits (financial protection plans)
401(k) plan, with 66 of every dollar you contribute matched by NetJets
Short and Long-Term Disability
Legal Plan
Identity Theft Protection Plans
Pet Insurance
Family & Caregiving Support

Job Ident #: 15893-en_US

Company Details

NetJets

4111 Bridgeway Ave
Columbus, Ohio 43219 USA
careers.netjets.com/

Beginning as the first private jet charter and management company, NetJets has led the industry for 57 years. In 1986, they debuted the revolutionary concept of shared ownership. This allows individuals and companies to buy a share of a private business...

Benefits:
As the worldwide leader in private aviation, NetJets strives to create exceptional experiences—that includes the benefits we offer our teams.

Employees have free coverage for Medical, Dental, and Vision benefits, with access to a vast network of nationwide providers. NetJets strives to LIVEWELL and that means taking care of all aspects of your Mind, Body, and Life through our benefit and discount programs.

Our comprehensive suite of benefits include:
Medical, Dental, and Vision
Healthcare advocacy
Employee Assistance Program
Flexible Spending Accounts
Health Savings Account with employer contribution
Wellness Programs
Paid Time Off
Life and Accident Insurance
Voluntary benefits
Generous 401(k) Retirement Plan company match
Short-Term Disability
Long-Term Disability
Legal Plan
Family support resources
A career at NetJets is the whole (benefits) package.

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Job Info

Location

Columbus, Ohio, United States

Type

Permanent

Company Details

NetJets

4111 Bridgeway Ave
Columbus, Ohio 43219 USA
careers.netjets.com/