Sr. Customer Service Representative at VSE Corporation

Augusta, Kansas, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Feb, 26

Salary

0.0

Posted On

09 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Service, Problem Solving, Analytical Skills, Communication Skills, Aviation Regulations, Documentation, Multitasking, Collaboration, Process Improvement, Troubleshooting, Relationship Building, ERP Systems, Time Management, Customer Inquiries, Technical Specifications

Industry

Airlines and Aviation

Description

SUMMARY: The Senior Customer Service Representative is responsible for providing advanced technical support to customers with quality service based on civil aviation articles in accordance with the current technical data provided in the manufacturers’ Instructions for Continued Airworthiness, Services Bulletins, service letters, Airworthiness Directives, government and industry standard practices, and other data acceptable to or approved by the FAA. DUTIES & RESPONSIBILITIES: Responsibilities include, but are not limited to: Provide expert-level technical support to customers, addressing complex inquiries, troubleshooting intricate issues, and ensuring timely and effective problem resolution. Build and maintain strong relationships with key customers, understanding their unique technical requirements, and ensuring their needs are met or exceeded. Collaborate with sales and account management teams to address technical aspects of customer accounts and identify opportunities for upselling or cross-selling. Develop and maintain comprehensive documentation, including technical guides, troubleshooting procedures, and FAQs, to assist both customers and team members. Proactively identify opportunities to improve customer service processes, technical support workflows, and overall efficiency. Collaborate with cross-functional teams to implement improvements and enhance the customer experience. Managing repairs of multiple units for customer accounts, generation of work orders, quotations, RFQ submissions with suppliers, invoicing and finalizing completed work orders daily. Translating technical data from shop reports into quotations under the guidance of maintenance manuals. Respond promptly to customer inquiries and provide accurate, reliable information related to aviation products or services. Handle and resolve technical issues and concerns raised by customers via phone, email, or other communication channels. Develop and maintain a deep understanding of the company's aviation products, services, and technical specifications. Able to multitask handling high volume of calls/emails while prioritizing repair orders. Ability to problem solve, identify issues, implement best solutions to meet customer expectations. Actively participate in processimprovement initiatives as directed or assigned. Other duties as assigned. MINIMUM REQUIREMENTS: Associate degree 3+ years of relevant/technical work experience, preferably in customer service OR An additional 2 years’ specific work experience in lieu of degree Strong problem-solving and analytical skills. Excellent written and verbal communication skills. Ability to multi-task, prioritize, and manage time effectively. Familiarity with aviation regulations and industry standards. PREFERRED REQUIREMENTS: 6+ years of experience in customer service field within the aviation industry. Understanding of ERP system, Pentagon. OTHER: The selected applicant will be subject to a background check and drug testing. VSE is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state or local law. At VSE, we don’t just hire employees; we nurture careers and champion well-being. We understand that our success is driven by the people who make up our incredible team, and that’s why we’re committed to providing a workplace that goes beyond just a job-it’s a place where you can truly flourish. When you choose VSE, you’re choosing a company that prioritizes YOU. Let us tell you why: Time Off: Enjoy Paid Time Off to relax and recharge. Family Support: We offer Paid Maternity Leave and Paid Bonding Leave, along with access to our Employee Assistance Program, ensuring your family’s well-being. Education: Pursue your educational goals with Tuition Reimbursement for Undergrad, Technical, and Graduate Programs. Financial Security: We offer a 401(k) and Employee Stock Purchase Plan to secure your financial future. Healthcare: Your health is essential, and we provide Health, Dental, and Vision Care. Flexible Spending: Take advantage of HSA, FSA, and Dependent Care plans for added flexibility. Insurance: We've got you covered with Short-Term and Long-Term disability insurance. Competitive Salaries: Your hard work is rewarded with competitive salaries. Ready to be part of a company that values you as much as your skills and expertise? Join VSE and let’s take your career to new heights while ensuring your well-being every step of the way. Come grow with us. Your future begins here. Apply TODAY!

Responsibilities

The Senior Customer Service Representative provides advanced technical support to customers, addressing complex inquiries and ensuring effective problem resolution. Responsibilities also include managing repairs, generating work orders, and collaborating with cross-functional teams to enhance customer experience.