Client Experience Consultant

About the role

Magellan Jets, founded in 2008, is a premier private aviation provider headquartered in Quincy, MA. Known for personalized service and a focus on safety, Magellan Jets offers Jet Card ownership, On-Demand Charter, and Aircraft Sales and Management services.

Essential Functions

• Uphold Magellan Jets' high standards of customer service, ensuring every interaction exceeds expectations.
• Maintain regular and prompt communication with clients, ensuring their needs are understood and met.
• Work from the Quincy, MA office.
• Adhere to Magellan Jets' employee customer service contract standards.
• Collaborate closely with colleagues across the organization to ensure seamless service delivery with every private client interaction.
• Arrange ground transportation, catering, and other special requests to enhance the travel experience.
• Adapt to and manage changes in client requests and itineraries promptly and efficiently.
• Review flight itineraries to ensure safety and compliance with relevant regulations.
• Track active flights in real-time, ready to address any issues that may arise.
• Support any mechanical recovery or flight deviation requirements.
• Provide informed advice to private clients to support their mission needs.

Competencies

• Knowledge: At least 1-3 years of customer service experience required. Bachelor’s degree preferred.
• Skills: Experience working in a hotel or for a luxury brand preferred. 5-Diamond Customer Service Experience.
• Abilities: Consistently strive to achieve and surpass private client expectations. Meticulous attention to detail to ensure every aspect of the trip is perfectly coordinated. Excellent communication skills. A passion for teamwork and collaboration to deliver exceptional service as part of a dedicated team.

Supervisory Responsibilities

This position doesn’t have any supervisory responsibilities.

Work Environment

Location: onsite in Quincy, MA
Conditions: General office environment with moderate noise levels. Occasional travel to aircraft or client locations may be requested.

Physical Demands

• Extended periods sitting at a desk or workstation.
• Occasional walking/movement between work areas (meetings, restrooms, kitchen).
• Repetitive hand and wrist movements via frequent typing and use of a mouse.
• Light lifting of office supplies, documents, or equipment (up to 20 lbs.).
• Screen use: prolonged use of a computer screen.

Work Schedule

This is a Full-Time Exempt position. Schedule & Shift Structure: This is a 24/7 operation, and this role supports both day-time and evening shifts as part of our coverage model. Schedules are published in advance to support work-life balance, and employees are provided two consecutive days off each week. Because our clients rely on us around the clock, this position requires flexibility to work weekends and holidays.

Training Period

All new hires will complete an onboarding training period prior to transitioning to their assigned rotating schedule. Training takes place Monday through Friday, 9:00 AM – 5:00 PM.

Travel

Limited, but may require occasional overnight travel for industry conferences, client meetings, or operational oversight at other locations.

Additional Eligibility Qualifications

N/A

Benefits

• Health & Wellness Benefits: Generous vacation and sick time policy, 9 company paid holidays.
• Medical Insurance (HMO or PPO), Dental and Vision coverage, Health Reimbursement Arrangement (HRA), Healthcare Flexible Spending Account (HFSA), Dependent Care Flexible Spending Account (DCFSA), Rx Cost Share Assistance Program.
• Life Insurance & Disability Benefits (100% Employer Paid), Free Employee Assistance Program (EAP).
• Financial & Retirement Benefits: 401(k) Retirement Plan with an employer match, Fitness Reimbursement Program, Pet Insurance Discount.

Core Values

• Lead with Safety: Deliver the uncompromising commitment to safety.
• Care Deeply: Own everything you do and constantly improve.
• Create Amazing: Develop, cultivate, and share a prosperity mindset.

Legislation Compliance

Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at Magellan Jets, please go directly to our Careers Page: https://magellanjets.com/careers. Magellan Jets will never ask you to pay a fee or download software as part of the interview process with our company. In addition, Magellan Jets will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All communications with Magellan Jets Talent and People Operations professionals will only be sent from @magellanjets.com email addresses. Legitimate emails will never originate from gmail.com, yahoo.com, or other commercial email services.