Job Description

Hiring a Customer Support Representative in Orlando, FL for a 2-month contract.

Provide customer support for avionics and IFE clients, ensuring satisfaction and issue resolution.

Great opportunity to work in a dynamic environment and collaborate with key teams.

Job Title : Customer Support Representative

Location : Orlando, FL

Duration- 2 months of contract

Pay - $15/hour on W2 with beneffits

Overview:

Responsible for delivering exceptional customer service to clients in the avionics and IFE departments. The role emphasizes promptly and accurately addressing customer inquiries while adhering to customer-specific pricing, contracts, and company-approved requirements. This position acts as a liaison between assigned customers., identifying upselling and sales opportunities, ensuring customer satisfaction, and escalating issues as needed.

Key Responsibilities:

• Serve as the first point of contact for assigned customers and manage Work in Progress (WIP).
• Follow up with customers on repair approvals, required paperwork, and delays impacting the repair process.
• Provide weekly status reports on WIP and ongoing issues to customer account representatives.
• Collaborate with the Account Management Team (AMT) to track and understand customer products and fleets.
• Participate in customer and AMT meetings, providing relevant input.
• Work with engineering and support teams to acquire technical knowledge for products under repair.
• Generate estimates, set not-to-exceed (NTE) authorization levels, and ensure correct work order identification.
• Create and send repair or RFQ estimates based on technician inputs and pricing directives.
• Propose exchanges for products under repair and coordinate availability with the Exchange Team.
• Monitor customer terms and authorize return shipments while managing financial risks.
• Provide timely feedback to customers on delivery delays or cost changes.
• Promote the use of internal and external tools like PartEdge to enhance service efficiency.
• Collaborate with the Virtual Shop and Operations Support Team to resolve customer issues.
• Support initial customer account setup in coordination with other departments.
• Identify and communicate upselling opportunities to the Account Management Team.
• Use web-based tools (e.g., AeroExchange, ILS) for managing customer accounts.
• Document customer feedback and issues in Salesforce for AMT review.
• Actively contribute to process improvement initiatives using Lean and 6S principles.
• Ensure a high standard of customer service in all interactions.
• Perform additional duties as assigned by the Customer Support Manager or team leader.

Minimum Qualifications:

• 4+ years of customer service experience, preferably in Aerospace, Electronics, or Sales.
• 3+ years of program coordination experience.
• Certification/Associate Degree or equivalent work experience.
• Proficiency in SAP, Microsoft Excel, Word, PowerPoint, and Outlook.
• Strong oral and written communication skills, including telephone etiquette.
• Ability to work independently and collaboratively while maintaining confidentiality.
• Positive attitude with the ability to handle both satisfied and dissatisfied customers.
• Fluency in French, Spanish, or Portuguese is a plus.

Preferred Qualifications:

• Direct experience in customer sales or service within the avionics industry.
• Familiarity with aviation technical knowledge and products.

Physical Demands:

• Typical office environment with no special physical requirements.
• Ability to work in a high-pressure, deadline-driven environment.

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