Customer Service Specialist
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Job Description
Customer Service Specialist supporting Vector Airport Systems’ airport SaaS revenue solution. Resolving account, invoice, payment, and collections inquiries remotely for Pacific Time customers.
Responsibilities:
- Serve as a primary point of contact for the PLANEPASS service
- Respond to inbound customer inquiries by phone and email
- Clarify account and invoice details
- Research account, invoice, billing, and payment questions
- Explain findings clearly and work toward first-contact resolution
- Resolve customer concerns and complaints professionally
- Escalate complex issues to the appropriate internal team
- Document and log customer interactions in Vector’s internal CRM platform
- Apply established methods and customer service standards to meet and exceed goals
- Assist the collections team approximately 10% of the time
- Help customers with payment questions
- Conduct professional follow-up on past-due balances
- Gain working knowledge of aviation terminology and business practices through on-the-job training
- Research accounts using company records and internet resources
- Collaborate with team members on efficiency, methods, and process improvements
- Adapt to changing priorities, procedures, and customer needs while maintaining quality and productivity
Requirements:
- Minimum of 3 years in a dedicated customer support or service role responding to inbound customer inquiries by phone and/or email
- Experience researching and explaining account, invoice, billing, or payment information
- Proficiency with CRM systems
- Proficiency with the Microsoft Office 365 suite
- Strong verbal and written communication skills, including active listening and clear explanations
- Highly organized with excellent attention to detail and accurate documentation habits
- Ability to prioritize multiple customer needs and adapt to changes in workflow
- Strong problem-solving skills and sound judgment when resolving or escalating issues
- Collaborative, customer-focused attitude supporting team and company goals
- Ability to work 8:00am to 4:00pm Pacific Time, Monday through Friday
Benefits:
- Generous rewards for hard work and dedication
- Fully remote work arrangement
- Full-time employment
- Work/life balance respected and encouraged
- Open-door access to Senior Leadership
- Leadership support for each team member’s success
- Team-oriented workplace culture
- Autonomy to plan, prioritize, and schedule tasks without micromanagement
- Ongoing on-the-job training
- Equal employment opportunities
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