Concierge Lead, Los Angeles

Aero is on a mission to redefine air travel-inspired by the golden age of aviation, designed for modern life. Direct, premium flights from private terminals offer our guests the comfort of low-contact travel and the effortlessness of flying private. From our custom jets to our dedicated Host and Concierge teams, everything that we do is personalized for our guests.

At Aero, we are on this journey together. We turn off the lights, spend carefully, and welcome everyone like guests in our own home. We share ideas big and small to make Aero better. We take pride in a job well done and in the company that we are building together. Aero is ours.

Aero is looking for a Concierge Lead to join our Guest Experience team as the all-star liaison between Aero and our guests (or potential guests). Our Concierge team ensures a truly extraordinary experience every step of the way, using the best customer service practices to sell prospective guests on the Aero experience, prepare guests and crew for upcoming flights, and triage any problems our guests may encounter. As our Concierge Lead, you will also support your Concierge teammates through mentorship, training, and escalations.

At Aero, we pride ourselves on being consummate hosts, ensuring every guest enjoys an effortless, personalized experience. Our service is all about cultivating relationships and building a sense of community. We are looking for teammates who are natural empaths and derive energy from serving and delighting others. 

RESPONSIBILITIES

• Deliver exceptional, high-touch support, service, and sales to our guests and prospective guests via phone, email, and chat, and ensure all open tickets are resolved promptly and concisely
• Respond to the Escalation inbox including complaint management
• Assist with onboarding, training, and coaching new teammates
• Drive conversion of trip bookings by tailoring the features and benefits of the Aero experience to the specific context and desires of prospective guests
• Proactively coordinate and organize all communication of flight management details including itinerary changes, catering requests, transportation arrangements, and other special requests
• Coordinate closely with the Operations team to communicate and follow up with guests about any changes related to schedule, weather, aircraft, and all other irregular operations (IROPS)
• Create and maintain guest profiles with all pertinent and required information to ensure long-term relationship-building with our guests and delivery of a consistent and personalized guest experience
• Ensure all guest information is collected, documented, and distributed according to established processes in a timely and efficient manner
• Effectively communicate and escalate operational and experience issues
• Identify areas of opportunity for new processes and systems that might better support our operation; be proactive and generous with your ideas and experiments
• Be well-versed and knowledgeable on all aspects of the Aero experience, including all menus, flight schedules, guest procedures, and technology systems
• 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
• Other projects as assigned, such as supporting guest experience in our lounge on an as-needed basis

REQUIREMENTS

• 1+ years of experience in guest relations at a customer service-focused company (aviation experience is a plus)
• Experience using email services and customer service tools (Zendesk is a plus)
• Demonstrated background in solving problems with a can-do attitude
• Ability to maintain an upbeat, personable demeanor while working remotely with guests and teammates
• Flexibility to work in a 24/7/365 service operation that may require day, night, afternoon, weekend, or holiday shifts

BENEFITS & PAY

• Pay Range: $23-29 per hour in Los Angeles, CA - exact compensation may vary based on skills, experience, and location
• Time Off: accrued vacation, sick, bereavement, and holiday
• Benefits: medical, dental, vision, life, disability, 401k, dependent care FSA, health FSA
• Stock Options: the opportunity to own a piece of Aero

$23 - $29 an hour

Aero is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.