Sr. Customer Experience Professional

Responsibilities

• Serve as the primary point of contact for AOG customers via phone, email, and portal.
• Receive, research, and resolve urgent inquiries, complaints, and service requests related to grounded aircraft.
• Maintain clear, timely communication with customers regarding order status, delivery timelines, and resolution steps.
• Collaborate with internal teams (logistics, inventory, warranty, and engineering) to expedite part fulfillment and service delivery.
• Leverage integrated dashboards and AI-powered tools to validate inquiries, extract data, and identify optimal fulfillment paths.
• Participate in continuous improvement initiatives, including feedback loops from customer surveys and internal tier reviews.
• Ensure accurate billing, warranty validation, and waybill tracking for all AOG transactions.
• Cook up with AOG leaders, process experts, and global support agents to meet KPIs such as fulfillment speed, customer satisfaction, and case closure rates.

Qualifications

• Minimum 4 years of experience in a high-volume customer support or call center environment.
• Proven ability to de-escalate complex customer situations with professionalism, empathy, and urgency.
• Proficiency in CRM systems, case management platforms, and data analysis tools to track performance and customer satisfaction.
• Experience in customer experience management, with a focus on service recovery and loyalty-building.
• Strong analytical and problem-solving skills to resolve time-sensitive AOG inquiries and service disruptions.
• Strong leadership and team coordination skills, especially in dynamic, multi-shift environments.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly and calmly to diverse audiences.
• Experience with Salesforce, SAP, ERP, and telephony systems.

Benefits

• Employer-subsidized Medical, Dental, Vision, and Life Insurance.
• Short-Term and Long-Term Disability.
• 401(k) match.
• Flexible Spending Accounts, Health Savings Accounts.
• EAP, and Educational Assistance.
• Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave).
• 12 Paid Holidays.

Pay

(Details not specified)

Schedule

(Subject to change)