Purpose of Position The Charter Services Manager is responsible for providing charter services and end-to-end trip support for retail customers, wholesale customers and NetJets Aviation. The Charter Services Manager is an account manager for his/her assigned charter customers and will also provide support to NetJets Sales as needed. The Night/Midnight shift will be 9pm ET to 7am ET, 4 days per week. Location could be Cincinnati, OH (LUK) or Columbus, OH (CMH). Applicants with strong scheduling background preferred. Tasks and Responsibilities Handle incoming calls and web inquires Have knowledge of all current EJM Charter marketing efforts Knowledge of other products available through EJM and NetJets Proactively sell customers on EJM’s products and services Prepare personalized quotes and sales strategies Follow up and diligently maintain the new inquiry process Coordinate with outside sales team on new business opportunities Book, accommodate changes to, and confirm details for charter trips Arrange ancillary services requested by client Watch over trip and details to ensure successful charter experience Meet and greet customers arriving or departing on a flight When possible, collect or conduct customer satisfaction survey Assist and expedite invoicing by tracking all expenses and revenue on each trip Assist NetJets Subcontracting as needed to cover NetJets flights on EJM or vendor aircraft Basic understanding and application of aviation operational rules & limitations pertaining to FAR 135 Charter Coordinate with all EJM Charter Services team members to deliver consistent “one-team” exceptional service Customer retention and development Proactively manage assigned accounts. Execute customer communication plan, including systematic call campaigns, emails, and marketing campaigns to improve customer retention and facilitate growth Improve loyalty of existing clients, increase customer percent of wallet, and pursue lost customers Periodically visit customers and participate in trade shows and exhibits Assist the NetJets Sales Team in their sales efforts with quotes, customer information, and other assistance as needed Drive information and lead flow to NetJets Sales Team regarding possible opportunities Use and maintain Sales Force or other CRM tools to facilitate the sales and customer retention process Constantly seek ways to be aware of all industry developments and competitive interests Participate in EJM Training Curriculum Seek other areas of personal development Education Bachelor\'s in Aviation Management or Hospitality Years of Experience 2-4 years of experience Core Competencies Attitude Communication & Listening Skills Initiative Interest in Company & Position Knowledge of Specific Job Skills Related Education or Training Related Job Experience Knowledge, Skills, Abilities and Other (KSAOs) Ability to multitask and work under fast paced conditions Genuinely enjoys working with customers and can establish good relationships Sales skills and customer service skills Work well as part of a team and with other EJM departments and teams Organizational skills and very detail oriented Possess effective communication skills Have a strong desire to sell and to participate in growing charter revenues Flexible – willingness to cover different shifts when called upon, work extra hours when needed and to overall behave like a true sales professional. Benefits Package: Full complement of attractive benefits to our team members, including Medical, Dental and Vision Insurance 401(k) Savings Plan. The company provides a 58% matching contribution of your pretax contributions, up to the first 20% of your contributions per pay Company provided Short Term Disability Flexible Spending Account (FSA) Prescription Drug Benefit Plan Two-week paid vacation [redacted] is an equal opportunity employer. To ensure a safe environment, we conduct pre-employment drug screening and background checks