PM Client Relations Flight Follower (CRFF)

at  Alkan Air Ltd

PERSONAL QUALIFICATIONS:

We are looking for a Client Relations Flight Follower who is customer service oriented, with a strong commitment to providing excellent service, has the ability to balance multiple fast-paced, time sensitive tasks while remaining focused on customer interaction and care, pays attention to detail and accuracy when communicating operational changes or needs to the customer, is professional, polite, and has a personable approach when interacting with clients, guests, and fellow employees and adapts to changing conditions and shows a willingness to lean in and support other members of the team!

PURPOSE OF POSITION/MISSION STATEMENT:

As part of the Alkan Air team, Client Relations Flight Follower’s (CRFF) will be expected to provide a customer focused environment, while critically thinking through fast-paced time sensitive situations as they arise. This role will mainly, but not exclusively, consist of working alongside our customers to organize freight, coordinate flights, and provide quotes in a timely manner. In addition, CRFF’s are expected to coordinate all flights within their working hours with accuracy and efficiency. CRFF’s are responsible for fielding all customer requests with the support of the Base Manager, such as building requested quotes, finding creative solutions, scheduling flights, assigning flight crew, and coordinating medevac flights. Alkan Air is a 24/7 operation that provides the Yukon Territory with medevac services, therefore, CRFF’s are required to answer the phone for the full duration of their shift A.M. or P.M. CRFF’s are the face of Alkan Air by greeting all customers or guests upon arrival ensuring they have a positive experience from when they walk in the door and onto our aircraft, to when they walk off our aircraft and out the door.

JOB-SPECIFIC DUTIES:

• Address customer inquiries by phone, skype, email, in person, and other customer platforms in a timely manner
• Answer all incoming phone calls during scheduled hours
• Answer phones with clear and effective communication and record messages when required
• Answer emails in a timely manner focused on a positive customer experience
• Prepare quotes for clients in a timely manner and offer solution focused options throughout the interaction with the client
• Follow up on any pending quotes that have not yet been booked in a timely manner
• Critically think through operational obstacles (i.e. Scheduling of aircraft, scheduling of crew, balancing the needs of multiple customers at once, maintenance requirements etc.)
• Email and coordinate with Scheduler when crewing insufficiency arises, or operational travel is required
• Update and ensure accuracy of both the online board and the whiteboard
• Update and maintain freight tracker alongside Ramp Staff
• Maintain effective communication between CRFF’s and Client Relations Base Manger, or, Asst Client Relations Base Manager
• Follow appropriate policy and procedure when dispatching medevacs
• For night shift phone coverage, CRFF is expected to dispatch pilots as per policy and come to base to unlock gates, and dispatch the flight from the office
• Coordinate passenger pickups and drop offs
• Lock up and secure office at the end of the business day
• Strong computer literacy knowledge of Microsoft programs such as Excel, Word, PowerPoint and Google Products
• File required documents for international charters
• Participate in required Emergency Response Procedure drills as well as follow all procedures and policies that enhance and maintain the Safety & Quality Management System
• Initiate emergency response procedures as required by Alkan Air’s Emergency Response system
• Complete up and down times within operational software
• Complete invoicing within operational software
• Ensure cleanliness of the base
• Complete the shift specific chores for the customer common areas
• Record current stock of commissary
• Any other related duties as assigned by Management