Sr. Customer Service Representative

VSE Aviation; Augusta (KS); On-site; USD 55,000 - 75,000; Full time

Job summary

VSE Aviation, based in the United States, seeks a Senior Customer Service Representative to provide advanced technical support to customers, in line with civil aviation data and FAA-approved materials. The role focuses on resolving complex inquiries, maintaining relationships, and driving service improvements.

Responsibilities include handling repairs, generating work orders and quotations, translating data into quotes, and ensuring timely communications across channels to support customer

Responsibilities

• Provide expert-level technical support addressing complex inquiries and timely resolution.
• Build and maintain strong relationships with key customers and understand their technical requirements.
• Collaborate with sales to address technical aspects and identify upselling opportunities.
• Develop documentation including guides, procedures, and FAQs for customers and teammates.
• Identify opportunities to improve support processes and workflows.
• Collaborate with cross-functional teams to implement improvements.
• Manage repairs for multiple units, generate work orders, quotes, RFQs, and invoices daily.
• Translate technical data from shop reports into quotations.
• Respond promptly with accurate information on aviation products.
• Handle and resolve issues via phone, email, or other channels.
• Develop deep knowledge of company aviation products, services, and specs.
• Multitask handling high volumes of calls and emails while prioritizing repairs.
• Problem-solve to identify issues and implement best solutions.
• Participate in process improvement initiatives.
• Perform other duties as assigned.

Job description

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.