Customer Experience Coordinator

SUMMARY

Airshare is a company that values its people and recognizes their contributions to the success of the organization.  We believe in teamwork and collaboration to ensure that customers are safely and punctually transported to their destinations.  Whether you work as a pilot, mechanic, or part of the operations team, Airshare acknowledges the critical role each individual plays in the seamless execution of every trip.  The company prides itself on delivering exceptional service and has fostered a dynamic and rewarding culture.

The Customer Experience Coordinator's primary role is identifying and activating creative and meaningful experiences for our potential and existing customers, owners, and key bookers at important moments in their lifecycle with Airshare.  This involves outside-the-box thinking to identify, select, and deliver gifts, amenities, and other offerings to ensure an exceptional experience.  Your workweeks will vary depending on business demand and peak seasons.  Primarily, this will be Monday – Friday during daytime hours.  In addition, you must be able to work a few weekends per month and outside of regular office hours as needed.  You must be flexible working at both our Overland Park, KS office and at the Hangar in downtown, KCMO.  This role will include a small amount of travel.

ESSENTIAL DUTIES

Cultivate and foster meaningful customer relationships

• Identify and activate creative and meaningful experiences for potential and existing Customers, owners, and key bookers at important moments in their lifecycle with Airshare.  This involves identifying, selecting, and delivering gifts, amenities, and other aspects to ensure an exceptional experience.
• Key event activation when our customers travel to Corporate Sports events and Customer events activated by Sales and/or Marketing.  This role would coordinate and ensure all aspects of Airshare's customer experience are delivered, including amenities and other tasks as identified.

Ensure Customer Touchpoints represent our brand at the highest level

• Ensure all customer touchpoints align with the company brand and marketing guidelines, meeting the expectations of our target audience.  This includes how we represent the brand at customer events, our facilities, the aircraft experience, and product selection.  This role supports the SVPE in actively sourcing new products and selecting and updating products, stock, and uniforms in the “primary experience set” identified in the Customer Journey before handing over to Operations for implementation and ongoing ownership.
• Process all new customer gifts.  

Drive Customer Service Excellence

• Support all forms of Customer Service training, including creating material and presentations for the target audience and presenting the material in the absence of the SVPE.
• Continually identify areas of opportunity to improve and enhance our customer experience.  Works with internal departments to design, document, and ensure delivery of the new experience.

Analyze trends, assess competitors, and create or update policies and procedures to elevate customer satisfaction

• Establish metrics to report on Customer Experience process and program performance, transforming data into actionable insights and recommendations.  Other responsibilities include ensuring customer data accuracy within Salesforce and ancillary systems to create a 360-degree view of the customer throughout their lifecycle and using that information to personalize interactions and exceed expectations.

Contribute to elevating the Company Culture and Employee Experience

• Support work to improve Employee Experience, such as monthly Newsletters, events, and Employee recognition programs.
• Create and manage the monthly newsletter.

Qualified candidates must have a flair for creativity and enjoy creating experiences for others that bring meaningful value.  They must have strong computer, written, and verbal communication skills.  They must also be able to multitask and manage a dynamic workload.  They must also be self-motivated, organized, and detail oriented.

• Valid driver’s license
• Knowledge of Salesforce a plus
• Knowledge of Operator/FMS a plus

BENEFITS AND PERKS

• Medical, dental, and vision insurance – if you choose to participate, coverage will commence on the first day of the month following your date of hire
• Airshare offers a no-cost medical and dental option at the employee level
• Optional supplemental insurance benefits (accident, hospital indemnity, critical illness, life, short-term/long-term disability, and pet)
• Paid Parental Leave
• Company-paid term life insurance equal to 1.5 times your annual salary
• Two 401(k) retirement plans with employer match – you will be eligible to participate on the first of the month following 30 days of employment
• PTO is accrued based on the length of employment 
• 11 holidays per year
• Access to relocation flights
• FREE Full Size on-site Gym with locker rooms and Sauna
• Group Fitness Classes and various activities (pickleball, running club, ping pong, etc.)
• FREE Access to Bicycle sharing
• Indoor and Outdoor Common areas with WIFI
• On-site café and Food Truck on Wednesdays
• Amazon Delivery lockers
• Covered Parking

Airshare is an Equal Opportunity-Affirmative Action Employer – Minority/Female / Disability / Veteran / Gender Identity / Sexual Orientation