Sr. Customer Service Representative

SUMMARY: The Senior Customer Service Representative is responsible for providing advanced technical support to customers with quality service based on civil aviation articles in accordance with the current technical data provided in the manufacturers’ Instructions for Continued Airworthiness, Services Bulletins, service letters, Airworthiness Directives, government and industry standard practices, and other data acceptable to or approved by the FAA.

DUTIES & RESPONSIBILITIES:

Responsibilities include, but are not limited to:

• Provide expert-level technical support to customers, addressing complex inquiries, troubleshooting intricate issues, and ensuring timely and effective problem resolution.
• Build and maintain strong relationships with key customers, understanding their unique technical requirements, and ensuring their needs are met or exceeded.
• Collaborate with sales and account management teams to address technical aspects of customer accounts and identify opportunities for upselling or cross-selling.
• Develop and maintain comprehensive documentation, including technical guides, troubleshooting procedures, and FAQs, to assist both customers and team members.
• Proactively identify opportunities to improve customer service processes, technical support workflows, and overall efficiency.
• Collaborate with cross-functional teams to implement improvements and enhance the customer experience.
• Managing repairs of multiple units for customer accounts, generation of work orders, quotations, RFQ submissions with suppliers, invoicing and finalizing completed work orders daily.
• Translating technical data from shop reports into quotations under the guidance of maintenance manuals.
• Respond promptly to customer inquiries and provide accurate, reliable information related to aviation products or services.
• Handle and resolve technical issues and concerns raised by customers via phone, email, or other communication channels.
• Develop and maintain a deep understanding of the company's aviation products, services, and technical specifications.
• Able to multitask handling high volume of calls/emails while prioritizing repair orders.
• Ability to problem solve, identify issues, implement best solutions to meet customer expectations.
• Actively participate in process improvement initiatives as directed or assigned.
• Other duties as assigned.

MINIMUM REQUIREMENTS:

• Associate degree
  • OR an additional 2 years’ specific work experience in lieu of degree
• 3+ years of relevant/technical work experience, preferably in customer service
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Familiarity with aviation regulations and industry standards.

PREFERRED REQUIREMENTS:

• 6+ years of experience in customer service field within the aviation industry.
• Understanding of ERP system, Pentagon.

OTHER:

• The selected applicant will be subject to a background check and drug testing.