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Customer Care Associate

2 months ago

Greenwood Village, Colorado, United States Air Methods Full time

Position Title: Customer Support Representative

Company: Air Methods

Job Category: Customer Support & Call Center

Job Overview:

The Customer Support Representative plays a crucial role in ensuring that all necessary documentation is accurately filed and scanned within the project files. This position is responsible for gathering, maintaining, and reporting customer satisfaction data, providing valuable insights to various divisions.

Key Responsibilities:

  1. Establish and maintain strong relationships with clients, ensuring open communication channels.
  2. Act as the primary contact for customers regarding spare parts, kits, repairs, product returns, and post-delivery services.
  3. Respond to customer inquiries by researching product specifications and requirements, explaining proposed solutions, determining pricing, and generating quotations.
  4. Convert quotations into customer orders, monitor order progress until completion and shipping, and prepare invoices.
  5. Handle financial obligations related to quotations and customer orders with care, collaborating with the Accounting department to resolve any invoice discrepancies.
  6. Process warranty claims and AOG orders promptly, adhering to company protocols.
  7. Coordinate logistics with operations and supply chain teams to address issues and ensure optimal service delivery.
  8. Track customer orders, maintain status reports, and communicate updates to clients and management.
  9. Collect and manage customer satisfaction feedback, developing reports for division-wide dissemination.
  10. Perform additional duties as assigned.

Additional Requirements:

Regular attendance is essential for this role. All employees must adhere to company policies and practices.

Supervisory Role:

This position does not include supervisory responsibilities.

Qualifications:

To excel in this role, candidates should possess the following:

  • A high school diploma or GED, with five or more years of customer support experience or training, or an equivalent combination of education and experience.
  • A bachelor's degree in a related technical or business field is preferred.
  • Experience in the aerospace or aviation industry is advantageous, particularly in defense contracting.
  • Familiarity with aircraft modifications, MRO, aerial operations, or product manufacturing, demonstrating a solid understanding of key product features and industry dynamics.

Skills:

  • Ability to work effectively as part of a cross-functional team.
  • Advanced customer service and communication skills.
  • Strong problem-solving orientation with a focus on results.
  • Excellent conflict resolution abilities.
  • Dependable and self-motivated.

Technical Proficiency:

Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, and Project.

Compensation:

The hiring salary range for this position is $55,000 to $69,575.00. This role is not eligible for bonuses or commissions.

Benefits:

Air Methods offers a comprehensive benefits package, including competitive medical, dental, and vision coverage, along with various additional benefits such as 401(k) plans, tuition reimbursement, and professional development opportunities.

Air Methods is an equal opportunity employer, committed to creating a diverse and inclusive workplace.