Customer Service Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for the PLANEPASS service.

• Address incoming customer inquiries via phone and email.

• Clarify details regarding accounts and invoices, and investigate customer questions.

• Resolve customer issues, concerns, and complaints in an accurate and professional manner.

• Record and log each customer interaction in Vector’s internal CRM system.

• Collaborate with internal teams when escalation is necessary.

• Ensure prompt resolution and strive for first-contact resolution whenever possible.

• Dedicate approximately 10% of your time to assist the collections team.

• Provide assistance to customers regarding payment inquiries and follow up professionally on overdue balances.

• Implement established customer service practices and standards to meet and surpass goals.

• Investigate accounts utilizing company records and online resources.

• Work together on enhancing efficiency, introducing new methods, and improving revenue-generating processes.

• Adapt to evolving priorities, procedures, and customer requirements while maintaining quality and productivity.

⛳️ Requirements

• At least 3 years of experience in a dedicated customer support or service role handling inbound customer inquiries via phone and/or email.

• Familiarity with researching and explaining account, invoice, billing, or payment details.

• Proficient in CRM systems and the Microsoft Office 365 suite.

• Strong verbal and written communication abilities, including active listening and clear explanations.

• Highly organized with exceptional attention to detail and accurate documentation practices.

• Capability to prioritize multiple customer needs and adapt to workflow changes.

• Excellent problem-solving skills and sound judgment when addressing or escalating issues.

• A collaborative, customer-oriented mindset that supports team and organizational objectives.

• Availability 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 commitment.

• Leadership support for the success of every team member.

• Teamwork-oriented workplace culture.

• Respect for and encouragement of work/life balance.

• Opportunities for team activities and supportive colleagues.

• Autonomy to plan, prioritize, and manage your own tasks.

• On-the-job training in aviation industry terminology and business practices.