Customer Service Support Specialist

CAE • Mesa, AZ

2d

About The Position

The Customer Service Support Specialist serves as a primary point of contact for students and clients throughout the training process, providing timely, professional support across enrollment, training schedules, housing, billing, onboarding, and student services. The role coordinates student onboarding, including orientation, welcome communications, and preparedness initiatives, and partners with Flight Instructors, Training Managers, Operations personnel, airline partners, and administrative departments to support student success and resolve issues.

The position supports students with housing, transportation resources, local community information, and acclimation to training and life in the United States. It manages student records in company databases and learning management systems; coordinates registrations and program changes; assists with billing inquiries and documentation; and monitors student progress. The role also supports international students with program requirements, documentation processes, housing resources, and student services, including immigration-related records and reporting when applicable.

Additional responsibilities include maintaining accurate and compliant documentation, responding to inquiries by phone, email, and in person, coordinating student service and engagement initiatives, preparing reports and tracking operational metrics, and participating in audits and regulatory reviews. The specialist identifies opportunities to improve processes and the student experience and performs other assigned duties. The posting describes physical demands including prolonged stationary sitting or standing, occasional movement around the workplace and through tight or confined spaces, occasional ladder or stair use and lifting or moving objects up to 20 pounds, and constant repetitive wrist, hand, and finger motions. Reasonable accommodation may be made for individuals with disabilities.

Requirements

• Experience supporting customers, students, or clients in a service-focused environment.
• Customer service orientation and commitment to 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 timely customer service and support for enrollment, training schedules, housing, billing, onboarding, and student services.
• Coordinate student onboarding activities, including orientation, welcome communications, and preparedness initiatives.
• Partner with Flight Instructors, Training Managers, Operations personnel, and other relevant groups to support student success and a positive training experience.
• 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 enrollment activities, student registrations, and program changes.
• Support billing processes by reviewing student accounts, processing documentation, and responding to 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 records and documentation in accordance with company policies and applicable regulatory requirements.
• Coordinate communication among 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 services.
• Assist with preparing, processing, and maintaining student documentation, including immigration-related records and reporting when applicable.
• Act as a liaison between students and internal departments to facilitate issue resolution and customer satisfaction.
• Prepare reports, maintain tracking systems, and support 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 assigned duties and administrative responsibilities.

Benefits

• Comprehensive medical, dental, vision, and EAP plans, subject to role-specific eligibility and requirements.
• 401(k) and employee stock purchase programs with CAE match.
• 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 work-life balance and personal and professional well-being.

What This Job Offers

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