Member Services Associate

Member Services Associate

Who We Are
PS is a luxury hospitality company that builds and operates private terminals for commercial flights. PS currently operates at Los Angeles International Airport and Hartsfield-Jackson Atlanta International Airport and is developing new terminals at Dallas Fort Worth International Airport and Miami International Airport. Far removed from the chaos of the surrounding airport and just steps away from the airfield, PS offers the ease, privacy, and security of the private flight experience for commercial travel.

With unprecedented access, PS has the only private partnership with both TSA and Customs and Border Protection, our guests move seamlessly through arrivals and departures. A team of expert Agents works behind the scenes to choreograph every step of the pre- or post-flight experience. Sail through our private, line-free TSA screening, access dedicated customs and immigration services on arrival, and relax as our trained drivers escort you across the airfield directly to/from your aircraft. All without stepping inside the Airport. Guests also enjoy private suites, chef-prepared food, spa services, and more, all while our Control Room coordinates with government, security, and airline officials to ensure the utmost efficiency, safety, and privacy.

Waiting in lines, maneuvering through crowds, and handling unwieldy luggage are things of the past at PS. So is the airport experience you’ve come to know. PS is a new alternative to commercial air travel, with unwavering service, seamless access, and inspired experience.

PS aims to be in every major airport in the US.

What We Do

The Member Services Team is an integral part of the PS operation. The team serves as a direct point of contact for high profile, high touch members and their travel arrangers. PS clients are prominent, influential individuals who access PS services because they require an elite level of protection and service. They expect the highest level of hospitality and customer service at every interaction.

The Member Services Team is responsible for coordinating with multiple internal and external entities to collect personal and confidential travel related details in a timely manner to process, confirm and modify reservations delivering a seamless reservation experience.

The Role: Member Service Associate

We are seeking an experienced Member Services Associate who is energetic, enthusiastic, and hardworking to join our growing team. The Associate will report to the Senior Manager of the Member Services Team.

The right candidate will bring a history of luxury hospitality customer service, be flexible, attentive, and strategic, adapting to ever-shifting situations at a moment's notice. They will be able to anticipate the needs of guests and potential reservation issues before they arise. This role serves as the prestigious central nexus for all our esteemed call inquiries.

Thorough and fastidious with the ability to constantly grow, improve, and expand their skill set, the Member Services Associate is responsible for all aspects of a pleasant and memorable client experience.

Responsibilities & Expectations

• Address all incoming reservation correspondences received via phone call, text message and email.
• Reservation coordination for multiple locations: approving reservations, updating reservations, cancelling reservations, etc.
• Arranging ground transportation as needed based on reservation requests.
• Coordination of food and/or amenity requests in collaboration with all relevant departments.
• Assisting with all general inquiries received via phone call and email such as but not limited to: Membership rates, PS services, general questions, etc.
• Able to proficiently use Microsoft Office and learn CRM Dynamics platforms
• Must possess both excellent written and verbal communication skills driven by luxury hospitality.
• Experience working in a team environment – team player
• Ability to work in a dynamic fast paced environment and be part of a growing business.
• Must feel comfortable servicing high-net worth clientele.
• Strong attention to detail.
• Able to prioritize and switch from task to task quickly.
• Able to problem solve.
• Answering reservation calls, sales & customer service inquiries.

Requirements

• This will be a full-remote role working with our Member Service Team located across the West and East Coast.
• 2-3 years of experience in a luxury customer service/hospitality related field required.
• Experience in a customer service, airline and/or hospitality industry related leadership role preferred.
• Experience working with high end clients in a luxury hospitality setting required.
• Minimum education requirement of High school Diploma/GED.
• Pass a pre-employment drug screening + background check.
• Collection of SSN as part of the background check process will be required.
• Must be authorized to work in the United States.
• Scheduling flexibility is required. PS is a 24-hour facility and as such we require fully open schedule availability and flexibility for all positions within our operations departments, including weekends, holidays, and early morning/late evening shifts.

Full Time Employee Benefits

• Employee benefits include medical, dental, vision, life insurance, long-term and short-term disability
• 401K retirement plan with company matching
• Health and Dependent care FSA and HSA with company matching
• Merit-based raises and bonuses
• 12 PTO Days / 6 Paid Sick Days Prorated Annually
• Monthly health & wellness and cell phone reimbursement
• Paid training
• A great career path with promotion opportunities.

Compensation $26.44/hour. Overtime and bonus opportunities available. This is a non-exempt full-time role.

PS is an equal-opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis. PS considers for employment qualified applicants with criminal histories consistent with applicable federal, state, and local law.