Customer Service Representative (Miami, FL)
About The Position
At AEG Fuels, the CSR department is not a traditional customer service role. Our CSRs act as operational experts, resolving issues end-to-end with minimal reliance on other departments. The team is fully trained across multiple areas of the business, ensuring that all operational and customer-facing issues begin and end with CSR. This requires a unique combination of customer service skills, operational knowledge, and analytical ability. This team plays a mission-critical role at the heart of operations, serving as the first and final line of resolution for customer issues.
Requirements
- Strong analytical and investigative skills.
- Ability to interpret and apply complex operational data.
- Excellent communication and customer service skills to manage sensitive disputes.
- Strong written and verbal communication skills for customer and interdepartmental correspondence.
- Field experience in aviation operations or relevant higher education is critical. Candidates with hands-on fueling, dispatch, ground handling, or airport operations backgrounds have proven to excel.
- Proven ability to work independently in a high-volume environment.
- Aviation fueling, logistics, or related industry background required.
- Not an entry-level position: proven expertise and industry knowledge are necessary for success.
Responsibilities
- Manage a high volume of correspondence with professionalism and accuracy.
- Receive and investigate customer disputes with in-depth research, ensuring resolutions are based on facts and data. Forward to other departments only when absolutely necessary.
- Serve as subject matter experts across Pricing, Awards, Inventory Data, Billing and more to independently resolve complex cases.
- Identify root causes of discrepancies, resolve issues, and recommend corrective actions to prevent recurrence.
- Initiate and support cross-functional projects to maximize profitability and minimize disputes, strengthening long-term operational efficiency.
- Minimize handoffs; ensure issues are handled from start to finish within CSR.
- Maintain service level expectations by resolving or providing updates on customer issues within one business day.
Benefits
- Competitive salary package.
- 4 weeks of PTO to start + 6 paid holidays (for a total of 27 days).
- Health Benefits through Florida Blue.
- Dental & Vision Insurance through SunLife.
- 6% match on 401K.
- A collaborative and innovative work culture.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
