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Service Manager Associate

Company: Sentient Jet
Location: Quincy
Posted on: November 22, 2022

Job Description:

-The Sentient Service Manager has a passion for service and is a vital part of Sentient Jet. As the key to resolving real-time Client issues and ensuring Client success with our services, this department is critical to the continued success of the Sentient brand and company as a whole. We maintain a very high level of satisfaction across our customer base, and we take phenomenal pride in our operational efficiency as well as the experience we provide.As a Sentient Service Manager, you'll play a key role in ensuring the real-time de-escalation of customer issues via Sentient's Service Manager program. This program is designed to ensure confidence in Sentient by providing a safety net when 'normal' customer concerns or issue management processes require support. Key to the program will be the quality of your leadership qualities, -programmatic management skills as well as internal and external communications to stakeholders. Aside from customers, this includes, but is not limited to, Sales, Client Management, Account Directors, Marketing, and Executive Leadership.This position offers the opportunity to develop and improve Sentient's client experience in a customer-centric role. As part of de-escalating real-time client concerns, you'll develop a success-driven follow-up plan and leverage a cross-functional Sentient team, spanning the entire organization.Schedule: Must be flexible to work nights, weekends and holidays as schedule covers a 24 x 7 operation. Overnight shift duties will be trained and scheduled only if completely necessary. -

-A day in the life---Engage on client calls to facilitate both the real-time and follow-up discussions and provide concern management during issues where organization is needed.Provide direct contact details to clients to ensure real-time communications a re regular and often.Complete product, business, and messaging training.Familiarize yourself with the Sentient business, customers, and cross-functional partners.Positively influence customer outcomes by leading and coordinating resolution pathways.Proactively engage, identify and advance prior account issues moving to a critical statusDiscover root causes of issues and apply findings for preventative action measures.Partner with Leadership team to translate business needs into product requirements.Maintain an open communication channel between Sentient and our clients on their overall satisfaction.Actively participate in team and departmental meetings by providing feedback on current day-to-day activity and recommendations for improvement.Develop processes, playbooks, templates, or tools as part of continuous internal improvement. - - - - - - - -

- -Successful Candidates Have a---Successful track record of managing critical situations in a cross-functional environment, which includes handling difficult client situationsStrong leader without ego who can inspire, empower and lead within a growth organizationStrong ability to plan, organize, prioritize and independently tackle problemsPassion for solving client issues and a champion of extraordinary customer serviceExcellent judgment, risk management, and issue mitigation skillsSense of urgency and the ability to make timely decisions while considering service, business, and technical constraintsExcellent communication (oral and written), interpersonal, and organizational skillsAbility to think creativelyVersatility and adaptability -Prior Experience:3+ years of customer-facing service delivery, service account management, customer support management, or a similar role2+ years of leading executive level client interactions, assuming a leadership role and single point of contact position in client communications -What You Will Receive From Us---Competitive salary, paid time off, 401K, health/dental/vision/FSA, long-term and short term disability insurance, life and AD insurance, tuition reimbursement, headquartered in Quincy, MA with an onsite cafeteria, gym, corporate shuttle to public transportation, a tremendous amount of responsibility, dedicated co-workers, and the satisfaction of knowing you are part of a well-respected company at the forefront of Private Aviation. -Sentient is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. -This job description is a guideline for hiring, promotion and an overview of responsibilities for existing employees. It is not meant to be all-inclusive and management reserves the right to change duties and responsibilities at any time.

Keywords: Sentient Jet, Quincy , Service Manager Associate, Executive , Quincy, Massachusetts

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