Experienced Customer Service Professional

Responsibilities

• Manage inbound AOG customer inquiries through phone, email, and digital portals.
• Research and resolve customer issues, ensuring timely and accurate responses.
• Provide updates on order status, delivery timelines, and case progress.
• Partner with internal teams (logistics, inventory, warranty, engineering) to support part fulfillment and service coordination.
• Use dashboards, CRM tools, and integrated systems to validate customer needs and process requests.
• Support continuous improvement by sharing customer feedback and raising recurring issues.
• Ensure accurate documentation, billing support, warranty checks, and waybill tracking.
• Work closely with supervisors, AOG leaders, and peers to meet performance metrics such as case quality, response time, and customer satisfaction.

Qualifications

• Minimum 2 years of experience in customer support, service, or call center role.
• Ability to communicate clearly and professionally in urgent and complex situations.
• Experience using CRM or case management platforms.
• Strong multitasking, organization, and follow-through skills.
• Problem-solving abilities in time-sensitive or high-pressure environments.
• Team-oriented mindset and willingness to collaborate across functions.
• Strong verbal and written communication skills.
• Experience with systems such as Salesforce, SAP, ERP, or telephony platforms (preferred).

Pay

A competitive salary is offered, along with a comprehensive benefits package including medical, dental, vision, and life insurance; short-term and long-term disability; 401(k) match; flexible spending accounts; health savings accounts; employee assistance program; educational assistance; parental leave; paid time off; and 12 paid holidays.

Schedule

The role is available on a Hybrid schedule after training, transitioning to a 4-day 10-hour work schedule from Friday – Monday beginning at 6:00 AM and ending at 4:00 PM (schedule subject to change).