Description

Cirrus Aircraft's Mission is to deliver an aviation experience that is the pinnacle of innovation, quality, and safety to our customers. Cirrus Aircraft is the recognized global leader in personal aviation and the maker of the best-selling SR Series piston aircraft and the Vision Jet, the world's first single engine Personal Jet and recipient of the 2017 Robert J. Collier Trophy. Founded in 1984, the company has redefined performance, comfort and safety in aviation with innovations like the Cirrus Airframe Parachute System® (CAPS®) - the first FAA-certified whole-airframe parachute safety system included as standard equipment on an aircraft. To date, worldwide flight time on Cirrus aircraft has passed nine million hours and over 170 people have returned home safely to their families as a result of the inclusion of CAPS® as a standard feature on all Cirrus aircraft. Find out more at cirrusaircraft.com.

Job Summary

Responsible for ensuring customer satisfaction to all Cirrus customers from the date the aircraft order is received through the delivery of their aircraft and beyond. This position is the personal guidance liaison for closing and aircraft delivery that relates to all Cirrus aircraft customers. Initial responsibilities include understanding the customers' needs and requirements for aircraft closings and determining best practices to meet these needs. The Delivery Experience Account Manager coordinates efforts with the Flight Training Account Manager and Delivery Pilot teams. The Delivery Experience Account Manager must be enthusiastic in fostering Cirrus aircraft owners in the Cirrus delivery experience. The position is based at the Cirrus Vision Center in Knoxville, TN.

Duties and Responsibilities/Essential Functions

Manage every customer's experience to ensure it is a positive one and place the needs and expectations of the customer first

Provide three steps of service: warm welcome, anticipation and fulfillment of needs and a fond farewell.

Oversee contact with customer after the sales order has been received - registration information, schedule delivery, set up subscriptions, collect payment, develop customer relationship

Manage and further develop customer relationship by joining client for lunch and/or take to dinner while in Knoxville for delivery

Deliver difficult news to customer of delivery delays, either by phone or in person

Receive and respond to urgent customer emails on evenings and weekends.

Collaborate with production on the customer configuration requirements, ensure aircraft is built to the specifications on the aircraft order.

Work with SalesForce, Docusign and ERP

Manage all customer events that take place at Cirrus (delivery, customer brief, training) with necessary departments

Close collaboration with flight training department for training of customers

Oversee title company on filing documents with the FAA at aircraft closing

Process payments and update invoice and spreadsheets

Prepare delivery document, present and review with customer for signature

Facilitate opportunities to gather information to improve and enhance the customer experience.

Coordinate with Cirrus Finance or other Finance company to ensure they have everything they need for closing.

Reserve and assign registration numbers

Work with Box, Adobe, Flight Docs, Sales Force programs

Work with our pre-owned dealers (Lone Mountain or Aerista) for Pass/Thru, Trade In, 1031 Exchanges

Travel for events or meetings (Oshkosh, Sales Meetings, CX)

Send progress photos

Process refund requests

N Number changes, coordinating between the FAA, customer, title company, and service center. Ordering decals for the N number change

Post-delivery, answering any questions the customers may have, coordinate with field service if they have plane issues.

Coordinate with Cirrus Connection for Customer Experience items

Working with production on aircraft configurations

Coordinating leases with accounting, fleet manager, sales team, and customer

Ensure we have all the paperwork needed for lease agreement

Verify aircraft configuration with other Delivery Experience Advisor's

Apply Cirrus Bucks, while coordinating with Marketing and Accounting to ensure it is the correct amount and applied properly

Work with Guest Ambassador to confirm all customer arrivals and required lunches

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Bachelor's Degree in Business, Business Admin, Aviation, Management, or Hospitality required

3 years of customer service, marketing, sales, hospitality and/or aviation experience required

Strong customer service orientation

Excellent interpersonal and communication skills, both written and verbal

Ability to prioritize and multitask in a dynamic environment

Ability to work with other departments and outside vendors

Ability to plan, design, execute, and supervise administrative processes to support customer service

Ability to clearly explain tasks when cross training to ensure uninterrupted customer service

Produces high quality results through thoroughness and accuracy when accomplishing tasks, both large and small

Well versed in standard Microsoft Office Software as well as Adobe suite

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Drives Results: Consistently achieves results, even under tough circumstances.

Ensures Accountability: Holds self and others accountable to meet commitments.

Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.

Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Optimizes Work Processes: Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.

Ensures Exceptional Customer Service:

Energize the Cirrus Service Essentials

Anticipates guests' needs and responds promptly.

Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.

Handles guest problems and complaints.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Empowers employees to provide excellent customer service.

Strives to improve service performance.

Cirrus provides a range of exciting benefits, including:

401(k) Plan: Dollar-for-dollar match up to 5% after 90 days, with 100% vesting.

Employer-Paid Coverages: Group term life, short- and long-term disability insurance.

Comprehensive Health Coverage: Medical, vision, dental, with additional dependent coverage options.

Free Health Tracking: With rewards for meeting health goals.

Generous PTO: 120 hours accrued within the first year.

Employee Referral Bonus: For referring talented candidates.

Career Development: Tuition reimbursement and professional growth opportunities.

Exclusive Discounts: Access to partner and marketplace discounts.

Community & Engagement: Company and employee clubs at various locations.

These benefits are designed to support your well-being, growth, and enjoyment at Cirrus!

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice. Work beyond 40 hours per week may be required.

Cirrus is dedicated to a drug free work environment promoting equal employment opportunity. ?Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital and family status, sexual orientation, receipt of public assistance, genetic information or any other characteristic protected by applicable law.

Qualifications

Behaviors

Required

Team Player: Works well as a member of a group

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Education

Required

Bachelors or better in Business Administration

Experience

Required

3 years: customer service, marketing, sales, hospitality and/or aviation experience required

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

Cirrus Aircraft

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