Customer Support Representative

Columbia Helicopters; Town of Aurora (NY); On-site; USD 42,000 - 60,000; Full time

Job summary

Columbia Helicopters is seeking a Customer Support Representative to act as the day-to-day contact for assigned accounts, guiding inquiries from initial contact through quotation, repair or overhaul execution, delivery, and invoice resolution.

The role emphasizes timely communication, accurate processing of requests, and collaboration with Planning, Production, Technical Support, Quality, and Finance to ensure high-quality service and documentation across the complete service lifecycle.

Qualifications

• 2+ years of customer support or related experience preferred.
• Proficient communication by phone, email, and meetings.
• Strong organization and attention to detail.
• Experience preparing quotes and service requests preferred.

Responsibilities

• Serve as primary interface for assigned accounts with timely customer communication.
• Address concerns and escalate issues as needed.
• Process requests for quotes, repairs, and service inquiries.
• Track work orders and provide status updates to customers and internal stakeholders.
• Coordinate with Planning, Production, Finance, Quality and Technical Support to resolve needs.
• Manage communications throughout repair, overhaul, or ongoing service process.
• Schedule meetings and follow-up discussions as needed.
• Prepare quotations and coordinate approvals before submission.
• Monitor delivery dates and communicate schedule impacts.
• Maintain customer records and related documentation.
• Support invoice resolution and contract administration.

Skills

Customer service

Communication skills

Organizational skills

MS Office

Education

High school diploma

Associate degree preferred

Tools

Outlook

Excel

Word

Job description

The Customer Support Representative will serve as the day-to-day customer interface for assigned accounts and supports the customer experience from initial inquiry through quotation, repair or overhaul execution, delivery, and invoice resolution. This position is responsible for timely customer communication, accurate processing of requests, coordination with internal teams, and maintaining clear records throughout the service process.

WHAT YOU WILL DO

• Serve as the primary customer interface for assigned accounts and maintain professional, timely communication with customers.
• Address customer concerns, questions, and service needs in a timely manner, escalating issues when appropriate.
• Receive, review, and process requests for quote, repair requests, and service inquiries.
• Track work orders and provide accurate status updates to customers and internal stakeholders.
• Coordinate with Planning, Production, Technical Support, Quality, Finance, or other support functions to obtain accurate information and resolve customer needs.
• Manage customer communications throughout the repair, overhaul, or ongoing service process.
• Schedule customer meetings, status reviews, and follow-up discussions as needed.
• Prepare quotations and coordinate internal review and approval prior to customer submission.
• Monitor delivery dates, identify potential risks, and proactively communicate schedule impacts or recovery plans to customers.
• Maintain customer records, communication logs, quote files, and related documentation in accordance with department processes.
• Support invoice resolution, contract administration activities, and customer account follow-up as assigned.
• Identify recurring customer issues and share feedback with the Manager of Customer Support to support process improvement.
• AOG/Emergency coordination on call outside of work hours on a predefined calendar (roughly 1 week per month)
• Conduct oneself in accordance with Company’s Core Values.
• Perform other duties as assigned.

WHAT WE NEED FROM YOU

• 2+ years of customer support, customer service, account coordination, administrative support, aviation, MRO, aftermarket services, or related experience preferred.
• High school diploma or equivalent required; associate degree or additional business, aviation, or technical training preferred.
• Ability to communicate professionally with customers by phone, email, and in meetings.
• Strong organization, follow-through, and attention to detail.
• Ability to manage multiple requests, competing priorities, and time-sensitive customer needs.
• Experience preparing or supporting quotes, work orders, service requests, customer records, or similar documentation.
• Ability to work cross-functionally with Planning, Production, Finance, Quality, Technical Support, and other support functions.
• Proficiency with Microsoft Office Suite, especially Outlook, Excel, and Word.

WHAT YOU WILL LOVE ABOUT WORKING HERE

At Columbia, we believe great people do their best work when they feel supported, challenged, and valued. We’re more than a workplace, we’re a team built on trust, collaboration, and a shared commitment to doing meaningful work.

Competitive Pay & Strong Benefits

We offer a comprehensive benefits package designed to support your health, financial wellness, and work–life balance. Depending on your role, this may include medical, dental, and vision coverage, retirement plans with company contributions, paid time off, and employee wellness resources.

Growth & Career Development

We invest in our people. From training and development opportunities to internal mobility and leadership support, Columbia encourages continuous learning and long-term career growth.

Purpose-Driven Culture

Your work matters here. Every role contributes to our broader mission, and we believe in empowering employees to make an impact, share ideas, and help shape the future of the company.

A Team That Has Your Back

We foster a collaborative, inclusive environment where people are respected, encouraged, and supported. You’ll work alongside talented teammates who care about doing great work, and doing it together.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)