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Description

The Service Manager Consultant plays a critical role in ensuring real-time resolution of client issues and supporting the Customer Escalation Management (CEM) program. This role is central to maintaining high levels of customer satisfaction and operational excellence. You will act as a key escalation point for Client Management and collaborate across departments to deliver exceptional service outcomes to solve day of issue.

Key Responsibilities

Serve as the direct point of contact for card owners experiencing day-of-flight issues.

Act as the escalation point for Client Management when a manager is needed.

Lead resolution efforts using creative and strategic problem-solving.

Coordinate with cross-functional teams including Sales, Marketing, Account Directors, and Executive Leadership.

Identify root causes of issues and implement preventative measures.

Maintain open communication with clients regarding their satisfaction.

Participate in client calls to manage concerns and facilitate resolution.

Translate client needs into actionable solutions in partnership with leadership.

Training 5 weeks

Schedule: Monday through Friday, typically 9:00 AM to 5:00 PM

Focus Areas:

Client systems and tools

Client communication protocols

Flight booking and coordination processes

Service standards and escalation procedures

Shift Details After Training Period:

Sunday- Wednesday OR Wednesday -Saturday, They will always be 4 on 3 off.

Hybrid role: onsite days are Tuesday - Thursday

Shifts: Candidates need to be flexible because they will be assigned based on need after mentorship period.

The earliest shift start is 7 am and latest end is 8 pm.

Skills

Excellent Communication Skills, Emotional Intelligence, Customer Service Excellence, Multitasking & Attention to Detail, Flexibility & Adaptability, Proficiency in Microsoft Office, Ability to Handle Confidential Information, Creative Problem Solving, Team Collaboration, Adaptability to Change

Top Skills Details

Excellent Communication Skills

Emotional Intelligence

Quick and accurate problem solving for high end clients

Customer Service Excellence

Multitasking & Attention to Detail

Flexibility & Adaptability

Additional Skills & Qualifications

Bachelor’s degree in Hospitality, Aviation, Business, Communications, or equivalent experience.

Minimum 3 years of experience in customer-facing roles such as service delivery, account management, or customer support.

Proven ability to manage critical situations in cross-functional environments.

Strong planning, prioritization, and independent problem-solving skills.

Excellent judgment, risk management, and issue mitigation capabilities.

Exceptional communication skills (oral and written).

Creative thinking and adaptability in dynamic environments.

Passion for customer service and commitment to delivering outstanding experiences.

Experience Level

Intermediate Level

Pay and Benefits

The pay range for this position is $25.00 - $25.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Quincy,MA.

Application Deadline

This position is anticipated to close on Sep 12, 2025.

h4>About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.