Job Description

Summary:

Responsible for the daily operations relating to customer service, inside sales, marketing and coordination of activities that support the EPIC Card Program. Representative will oversee new/existing account sales and service, account setups, analysis, and reporting on all program activity. They will ensure production and shipping of cards. Account Manager will coordinate with Sales Managers nationwide to insure cardholders and FBOs are maximizing use of the card and reward programs.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Account Management

• Independently sources qualifying leads (Amstat/tradeshows/etc) and/or receives leads from FBO’s, RSM’s, etc
• Cold calls the qualified EPIC Card leads and works to obtain new accounts/business.
  • KPI: Minimum of 40 cold call contacts per month
• Solicits EPIC FBO dealers on use and expanded use of the EPIC Card for aviation related purchases.
  • KPI: Minimum of 25 active contacts per month
• Initiates sales/customer service calls to inactivate EPIC Card customers.
  • KPI: Minimum of 25 inactive account contacts per month
  • Facilitates solicitation of the FBO’s customers and prospects for EPIC Card use and potential use with flight tracking and internal reporting.
• Assists in the sales process of new FBO card acceptance locations to help drive business to the ramp.
• Maintains call activity log and produces monthly call activity report in CRM.
• Responds to cardholder inquiries about programs including EPIC Card and Bravo Rewards.

Customer Support – EPICCardService.com

• Subject Matter Expert for the EPIC Card program including end user features and functionalities.
• Trains new card account holders on card use, account access on ECS.com and card acceptance locations in and out of the network.
• Manages day to day processes for fractional and other large operator relationships: cards on file, fleet lists, fuel bids, pricing, and FBO training.
• Responds in a timely manner on cardholder inquiries including fuel pricing reports, fuel quotes, website access, and other requests as assigned.
• Maintains cardholder account maintenance, cancellations, lost cards, etc.
• Works with the third party vendor for card embossing and shipment of cards.
• Handles third party scheduling software account set up.
• Establishes and maintains detailed procedures related to the performance of this role.
• Ensures ECS.com website registrations are complete, and handles forgotten user accounts and passwords for ECS.com.

New Customer Processing

• Coordinates setups for website access, pricing reports, while providing detailed training on use of all EPIC web tools.
• Acts as the key representative in the EPIC Card account setup process.
• Establishes direct contact with new customers to obtain accurate data when missing on application.

Reporting and Analysis

• Provides analysis and reporting of market and fuel pricing domestically/internationally.
• Provides analysis of current card portfolio globally and by account.
• Provides analysis and tracking of new FBO conversions for EPIC Card users.
• Provides analysis of FBO customer base tenants, and which users do/do not have an EPIC Card.
• Provides analysis and action recommendations for EPIC accounts inactive for more than 6 months.
• Provides Sales Managers with flight tracking reports.

Communication

• Coordinates creation and distribution of external marketing pieces in partnership with the Marketing Department including: EPIC applications, web and email images, Welcome Kit pieces, point of sale ad displays, direct mail pieces, statement stuffers, etc.
• Informs, advises, and trains internal customers on key elements of the card marketing and/or advertising message.
• Assists with materials and messages being clear and timely for delivery via selected channels; statement messages, statement stuffers, e-messages, social media, etc.
• Coordinates with the EPIC Card sales and marketing group for card related initiatives and needed marketing materials.

Other Duties in support of department objectives

• Leads process improvement and procedure documentation.
• Attends regional and national tradeshows as appropriate.
• Operational leadership to all cardholder related processes within the card function.
• Establishes and maintains detailed procedures related to the performance of this role.
• Participates in On-Call rotation as needed.
• Develops mailing lists and distributes holiday or event gifts.

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

• Other Skills and Abilities – Aviation industry experience required. Preferably in Flight Department/Charter or FBO.
• Education and/or Experience – Bachelor’s degree from four-year College or university; or two to three years aviation related experience and/or training; or equivalent combination of education and experience.
• Computer Skills – To perform this job successfully, an individual should have knowledge and experience with basic Microsoft Office products; CRM, Outlook, MSWord, MSExcel, and MSAccess and internet based products.
• Reasoning Ability – Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Language Skills – Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Mathematical Skills – Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Other Qualifications – Must be able to travel 20% of the time.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time.

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