Customer Service Representative
Willis Lease Finance Corporation, Pompano Beach, FL, United States
Summary
The Customer Service Representative will serve as a liaison between our clients and the Engine Repair Center, ensuring all customer inquiries, requests, and concerns are handled efficiently and professionally. This role requires excellent communication skills, strong attention to detail, and a passion for exceptional customer service within the aviation industry.
Responsibilities
Customer Interaction:
Serve as the primary point of contact for internal and external customers regarding repair and maintenance services.
Respond promptly to customer inquiries via phone, email, and in‑person visits.
Provide accurate information about services, pricing, and timelines.
Order Management:
Process customer orders and service requests accurately and efficiently.
Coordinate with internal teams to ensure timely completion of repair and maintenance work.
Update customers on the status of their orders and any changes or delays.
Issue Resolution:
Address and resolve customer complaints and issues in a timely and professional manner.
Escalate complex issues to the appropriate department or manager when necessary.
Follow up with customers to ensure their satisfaction with the resolution.
Documentation and Reporting:
Maintain accurate records of customer interactions, transactions, and service requests.
Prepare and distribute regular reports on customer service activities and metrics.
Assist in the preparation of customer documentation and paperwork.
Relationship Building:
Build and maintain strong, long‑lasting relationships with customers.
Understand and anticipate customer needs to provide personalized service.
Gather customer feedback to improve service quality and customer satisfaction.
Collaboration:
Work closely with other departments, including maintenance, operations, and sales, to ensure seamless service delivery.
Participate in regular team meetings to discuss customer service issues and improvements.
Qualifications / Requirements
Associate degree in a related field (Bachelor’s preferred).
Previous experience in customer service (Aviation or transportation industry preferred).
Strong communication skills, both verbal and written.
Excellent organizational and multitasking abilities.
Proficient in Microsoft Office Suite and customer service software.
Ability to work independently and as part of a team.
Strong problem‑solving skills and attention to detail.
Knowledge of aviation repair and maintenance services is an advantage.
Travel/Misc.
None.
Benefits
Medical, dental, vision, 401(k), Roth 401(k), HSA with high deductible plan, life insurance, supplemental insurance.
Travel accident insurance, employee assistance program, short & long‑term disability.
Employee stock purchase plan, employee education reimbursement plan, matching gift program.
Health and wellness plan, paid time off.
We are dedicated to fair hiring practices and diversity. We prohibit discrimination or harassment based on race, color, age, national origin, religion, sexual orientation, sex, gender identity, veteran status, disability, or any other protected status. We provide reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application processes.
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Responsibilities
Customer Interaction:
Serve as the primary point of contact for internal and external customers regarding repair and maintenance services.
Respond promptly to customer inquiries via phone, email, and in‑person visits.
Provide accurate information about services, pricing, and timelines.
Order Management:
Process customer orders and service requests accurately and efficiently.
Coordinate with internal teams to ensure timely completion of repair and maintenance work.
Update customers on the status of their orders and any changes or delays.
Issue Resolution:
Address and resolve customer complaints and issues in a timely and professional manner.
Escalate complex issues to the appropriate department or manager when necessary.
Follow up with customers to ensure their satisfaction with the resolution.
Documentation and Reporting:
Maintain accurate records of customer interactions, transactions, and service requests.
Prepare and distribute regular reports on customer service activities and metrics.
Assist in the preparation of customer documentation and paperwork.
Relationship Building:
Build and maintain strong, long‑lasting relationships with customers.
Understand and anticipate customer needs to provide personalized service.
Gather customer feedback to improve service quality and customer satisfaction.
Collaboration:
Work closely with other departments, including maintenance, operations, and sales, to ensure seamless service delivery.
Participate in regular team meetings to discuss customer service issues and improvements.
Qualifications / Requirements
Associate degree in a related field (Bachelor’s preferred).
Previous experience in customer service (Aviation or transportation industry preferred).
Strong communication skills, both verbal and written.
Excellent organizational and multitasking abilities.
Proficient in Microsoft Office Suite and customer service software.
Ability to work independently and as part of a team.
Strong problem‑solving skills and attention to detail.
Knowledge of aviation repair and maintenance services is an advantage.
Travel/Misc.
None.
Benefits
Medical, dental, vision, 401(k), Roth 401(k), HSA with high deductible plan, life insurance, supplemental insurance.
Travel accident insurance, employee assistance program, short & long‑term disability.
Employee stock purchase plan, employee education reimbursement plan, matching gift program.
Health and wellness plan, paid time off.
We are dedicated to fair hiring practices and diversity. We prohibit discrimination or harassment based on race, color, age, national origin, religion, sexual orientation, sex, gender identity, veteran status, disability, or any other protected status. We provide reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application processes.
#J-18808-Ljbffr