Customer Service Representative

Willis Lease Finance Corporation•Coconut Creek, FL

19d

About The Position

The Customer Service Representative will act as a liaison between our clients and the Engine Repair Center, ensuring that all customer inquiries, requests, and concerns are handled efficiently and professionally. This role requires excellent communication skills, a strong attention to detail, and a passion for providing exceptional customer service in the aviation industry.

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.

Nice To Haves

Knowledge of aviation repair and maintenance services is an advantage.

Responsibilities

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.
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.
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.
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.
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.
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.