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 inbound customer inquiries via phone and email.

• Provide clarification on account and invoice details.

• Investigate account, invoice, billing, and payment inquiries.

• Clearly communicate findings and strive for first-contact resolution.

• Professionally resolve customer concerns and complaints.

• Escalate complex issues to the relevant internal team.

• Record and document customer interactions in Vector’s internal CRM platform.

• Utilize established methods and customer service standards to achieve and surpass goals.

• Support the collections team approximately 10% of the time.

• Assist customers with payment-related inquiries.

• Conduct professional follow-ups on overdue balances.

• Acquire a working knowledge of aviation terminology and business practices through on-the-job training.

• Investigate accounts using company records and online resources.

• Collaborate with team members to enhance efficiency, methods, and processes.

• Adapt to shifting priorities, procedures, and customer needs while maintaining quality and productivity.

⛳️ Requirements

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

• Background in researching and clarifying account, invoice, billing, or payment information.

• Proficiency in CRM systems.

• Familiarity with the Microsoft Office 365 suite.

• Strong verbal and written communication skills, including active listening and the ability to provide clear explanations.

• Highly organized with excellent attention to detail and a habit of accurate documentation.

• Capacity to prioritize multiple customer needs and adjust to changes in workflow.

• Strong problem-solving abilities and sound judgment in resolving or escalating issues.

• Collaborative and customer-focused attitude that supports team and company objectives.

• Availability to work from 8:00 AM to 4:00 PM Pacific Time, Monday through Friday.

🏝️ Benefits

• Generous rewards for dedication and hard work.

• Fully remote work arrangement.

• Full-time employment.

• Respect for work/life balance, which is encouraged.

• Open-door access to Senior Leadership.

• Leadership support to ensure 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.