Job Description

We are seeking a Talented Customer Service Representative to join our team! The ideal candidate knows how to use active listening skills, understand the customer's issue and offer solutions to create a customer for life. The majority of your customer contact will be via inbound calls to our Customer Service Queue. Minimum 3 years experience required. RESPONSIBILITIES:

• Answer incoming customer inquiries via phone queue, chat or email; Follow up to conclusion.
• Offer support and solutions to customer in accordance with the companies customer service policies.
• Engage with clients in a friendly and professional manner while actively listening to their concerns.
• Collaborate with Sales, Purchasing, Accounting, and Warehouse to ensure a prompt solution is obtained as per company policy.
• Carefully document customer issues in ticketing system and all steps taken to resolve.
• Provide information about the products and services
• Develop and maintain a knowledge base of the evolving products and services
• Additional duties may be assigned by manager.

​QUALIFICATIONS:

• Proven excellence in providing Customer Service including active listening skills and ability to provide constructive feedback.
• Excellent written and verbal English skills; Second language a plus!
• Ability to Multi-task; Coordinating phone and email activities to keep up with customer service volume (min. 60 - 100 calls per day)
• Demonstrates emotional intelligence through trustworthiness, ability to lead and influence others, and create an environment focused on collaboration and teamwork.
• Strong knowledge of Microsoft Office including Outlook and Word.
• Experience using customer service ticketing solution - (Zendesk/Salesforce/ etc)
• Ability to type 50 WPM
• Lifelong learner; Continuously seeking knowledge related to customer service and personal growth.
• Live the Company Values and Code of Conduct

ESSENTIAL FUNCTIONS:

• This employee us regularly required to talk and/or hear
• The employee sits for 2 hours 4 times per day.
• This position occasionally deals with irate customers which requires the ability to deal with stressful situation.
• A friendly and empathetic disposition is needed to deal with dissatisfied customers.
• The use of a telephone (headset), computer display, keyboard and mouse are needed to fulfill this role.
• This position is a full-time position- start times from 7am - 8:30 am M-F (40 hours) with occasional Saturday assignment.

Company Description

Aircraft Spruce/Aero Performance are the leading distributor/retailer for almost all major aviation products manufacturers. We provide a complete selection of OEM and PMA parts to OEM's, FBOs, MRO's, Airlines, corporate operators, flight schools, Military, and Government customers nationwide. With over 60 years of experience in the aviation market, Aircraft Spruce/Aero Performance gives our customers the confidence that the parts they need will be delivered to their facility on time and competitively priced.