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Form of workAbout JSSI
For more than 30 years, Jet Support Services, Inc. (JSSI) has been the leading independent provider of maintenance support and financial tools to the business aviation industry. With 6,000+ aircraft supported by maintenance programs and software platforms, JSSI leverages this wealth of data and purchasing power to drive cost savings and provide custom solutions that align to the interests of each client, regardless of make or model. Learn more at jetsupport.com.
JSSI products and services include:
Maintenance Programs. Hourly Cost Maintenance Programs to stabilize maintenance budgets, maximize aircraft availability and enhance residual value.
Parts & Leasing. Procurement professionals who leverage JSSI's scale and go beyond parts sourcing to find optimal customer solutions.
Maintenance Software. Innovative digital tools that deliver actionable maintenance intelligence to enable better maintenance decisions.
Conklin & de Decker. Impartial and accurate data to deliver full transparency into real-world aircraft operating costs.
Advisory Services. Objective insights and independent technical advice from a global team of technical advisors and ASA-accredited appraisers for virtually any business jet, turboprop or helicopter.
Aviation Capital. Customized asset-based finance solutions for business aviation.
Position Summary:
The mission of the Client Relationship Coordinator is to provide high-quality support to the Manager of JSSI-Conklin & de Decker. The Client Relationship Coordinator consistently strives to provide outstanding service to clients, responding promptly to concerns and proactively seeking to anticipate needs. This position requires excellent written and oral communication skills, as well as outstanding people skills.
Duties and Responsibilities:
- Develop understanding of clients, their business, product use, and contracts/needs. Seek to up-sell opportunities when appropriate and ensure client is purchasing the right product for their business.
- Monitor and answer general phone line for Conklin & de Decker Sales & Support as well as personal phone line. Assist clients as necessary or direct to the appropriate party if not able to answer question about a Conklin & de Decker product.
- Monitor Conklin & de Decker email inbox and personal inbox and as needed, respond or forward emails to the appropriate party.
- Monitor Conklin & de Decker requests/leads/troubleshooting/questions that come in via live chat and online submission. Respond as appropriate or direct to the appropriate party.
- Handle routine customer service issues relating to user terms and agreements, subscription options, invoices, user, and address changes.
- Provide technical support, including training sessions as needed.
- Monitor customer's payments. Coordinate with Collections and Accounting Departments when necessary. Work with Credit and Collections Team and Accounting Department to reduce number of late payments and accounts receivable days outstanding.
- Work with Director of Conklin & de Decker on campaign development, product development, and providing reports and data as needed. Provide additional support with invoicing consulting clients as needed.
- Support Alliance Program and monitor discounts to Alliance Program members.
- Lead sales efforts, including but not limited to working on current campaigns and providing demos to possible new clients. Lead sales process including proposals (when necessary), quotes, invoicing, and account set up.
- Lead renewal process to include reaching out to the client regarding their expiration and renewal, reconciling the account, submitting cases via company software systems, preparing renewal paperwork (including quote and invoice), and updating subscriptions on Conklin & de Decker portal.
- Ensure that Salesforce.com records (leads, contacts, accounts, opportunities) are accurate and up to date.
- Prepare and analyze reports regarding sales, renewals, refunds, and other business activities to provide to appropriate parties (accounting team).
- Support to HCM customer service reps with the HCM CDD subscriptions.
Desired Credentials:
- Bachelor's degree recommended.
- 3-5 years of customer service/Client Relationship experience or educational equivalent, preferably in the aviation or financial services fields.
- Positive attitude, strong work ethic and commitment to being a supportive team member.
- Detail-oriented.
- Experience working with demanding clients.
- Ability to grasp new financial and technical concepts quickly.
- Excellent written and verbal communication skills.
- Excellent computer skills (especially Microsoft Office Suite and Salesforce.com).
- Must be highly organized and thrive in a fast-paced environment.
JSSI is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristic protected by law.
JSSI does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or Recruiting Team.
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