Customer Service Support Specialist

CAE • Mesa, AZ

1d

About The Position

The Customer Service Support Specialist is a primary point of contact for students and clients throughout the training process, providing timely support with enrollment, schedules, housing, billing, onboarding, and student services. The role coordinates onboarding and enrollment activities, maintains student records and documentation, supports billing and payment inquiries, monitors student progress, and helps resolve issues that could affect training completion or customer satisfaction.

The specialist works with Flight Instructors, Training Managers, Operations personnel, airline partners, and administrative departments to support a positive training experience. Duties include assisting students with housing, transportation, local community information, and acclimation to training and life in the United States; supporting international students with program requirements and documentation; and maintaining immigration-related records and reporting when applicable. The role also prepares reports, supports audits and regulatory reviews, participates in student engagement initiatives, and identifies opportunities to improve processes and the student experience. Other duties and administrative responsibilities may be assigned.

Requirements

• Experience supporting customers, students, or clients in a service-focused environment.
• Customer service orientation and commitment to creating a positive student and client experience.
• Excellent verbal and written communication skills.
• Interpersonal skills and ability to build relationships across diverse cultures and backgrounds.
• Organizational skills and ability to manage multiple priorities in a fast-paced environment.
• Attention to detail and accuracy.
• Problem-solving and conflict-resolution abilities.
• Ability to work independently and collaborate effectively within a team.
• Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
• Ability to create reports, analyze data, and use Excel formulas and spreadsheets.
• Time management and follow-through skills.
• Ability to handle sensitive and confidential information professionally.
• Adaptability and flexibility to support changing business and operational needs.

Responsibilities

• Serve as a primary point of contact for students and clients throughout the training process.
• Provide support regarding enrollment, training schedules, housing, billing, onboarding, and student services.
• Coordinate student onboarding, including orientation, welcome communications, and student preparedness initiatives.
• Partner with Flight Instructors, Training Managers, and Operations personnel to support student success.
• Assist students with housing arrangements, transportation resources, local community information, and acclimation to training and life in the United States.
• Manage student records and maintain accurate information in company databases and learning management systems.
• Coordinate student enrollment, registrations, and program changes.
• Support billing by reviewing student accounts, processing required documentation, and assisting with payment-related inquiries.
• Monitor student progress and collaborate with departments to resolve issues affecting training completion or customer satisfaction.
• Respond professionally and promptly to student, client, and internal inquiries by phone, email, and in person.
• Maintain accurate documentation and records in compliance with company policies and applicable regulatory requirements.
• Coordinate communication between students, instructors, airline partners, and administrative departments.
• Assist with student service programs, engagement activities, and initiatives to improve the student experience.
• Support international students with program requirements, documentation processes, housing resources, and student support services.
• Assist with the preparation, processing, and maintenance of student documentation, including immigration-related records and reporting when applicable.
• Serve as a liaison between students and internal departments to facilitate issue resolution and customer satisfaction.
• Prepare reports, maintain tracking systems, and assist management with student service metrics and operational reporting.
• Participate in audits, regulatory reviews, and compliance activities as required.
• Identify opportunities to improve processes, customer service, and the student experience.
• Perform other duties and administrative responsibilities as assigned.

Benefits

• Comprehensive medical, dental, vision, and EAP plans.
• 401(k) and employee stock purchase programs with CAE match.
• Generous paid time off, including parental leave and vacation.
• Company-paid life insurance, AD&D, short-term disability, and caregiver support.
• Voluntary legal coverage, long-term care, dependent life insurance, pet insurance, and FSA programs.
• Additional programs supporting healthy work-life balance and personal and professional well-being.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed