Customer Service Specialist
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Job Description
Customer Service Specialist supporting PLANEPASS, Vector’s outsourced airport accounts-receivable SaaS solution. Handling customer inquiries, billing research, issue resolution, and collections support remotely.
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 and research customer questions
- Resolve customer issues, concerns, and complaints accurately and professionally
- Document and log each customer interaction in Vector’s internal CRM platform
- Coordinate with internal teams when escalation is needed
- Follow through to ensure timely resolution and pursue first-contact resolution when possible
- Spend approximately 10% of time assisting the collections team
- Help customers with payment questions and professionally follow up on past-due balances
- Apply established customer service methods and standards to meet and exceed goals
- Research accounts using company records and internet resources
- Collaborate on efficiency improvements, new methods, and revenue-generating 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 and 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 standard business hours, Monday through Friday
Benefits:
- Fully remote work arrangement
- Full-time employment
- Standard business-hours schedule, Monday through Friday
- Generous rewards for hard work and dedication
- Leadership support for every team member’s success
- Teamwork-focused workplace culture
- Work/life balance respected and encouraged
- Team activities and supportive colleagues
- Autonomy to plan, prioritize, and schedule your own tasks
- On-the-job training in aviation industry terminology and business practices
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