Customer Service Support

FlightSafety International•Urbana, IL

7d•Onsite

About The Position

FlightSafety International is the world’s premier professional aviation training company and supplier of flight simulators, visual systems and displays to commercial, government and military organizations. The company provides training for pilots, technicians and other aviation professionals from 167 countries and independent territories. FlightSafety operates the world’s largest fleet of advanced full-flight simulators and award-winning maintenance training at Learning Centers and training locations in the United States, Canada, France and the United Kingdom. Purpose of Position: Provide general administrative support to Customer Service group and customers. Incorporate the principles of Frasca’s Mission, Vision, and Values into all aspects of performing job duties. Promote progress by integrating company policy and using initiative to recommend change. Comply with all safety policies, practices, and procedures. Report all unsafe activities to supervisor and/or Safety & Training Coordinator. Comply with all quality policies and procedures. Report quality deficiencies. Communicate with customers and other departments.

Requirements

HS Diploma/GED-Associate’s degree from college/tech school (2 yr)
Less than 1 year-5+ years of experience.
Master and continue to perform essential functions of customer service support role.
Provide customers with troubleshooting via telephone or email.
Assist with customer orders.
Assist in factory and final acceptance with customer personnel.
Maintain up-to-date customer files in database.
Assist with quality verification and testing on products.
Assist with project installations, upgrades, or maintenance.

Responsibilities

Process, track, and close Discrepancy Reports (DRs) using our internal tracking program (JIRA).
Coordinate with Project Managers and department managers to verify scope of DR and determine if quotation needs generated.
Communicate with engineering departments to acquire engineering labor estimates and ETA.
Communicate with customer about quotation, and set-up terms for payment.
Process software updates and follow-up with customer to ensure installation and product satisfaction.
Coordinate with Accounting to complete customer invoice.
Confer with customers by telephone or in person to provide information about products and parts, to take or enter orders, or to obtain details of complaints.
Maintain inventory control of customer service stock.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in service related databases.
Communicate with customers regarding product support questions and orders.
Coordinate with accounting on customer service invoices for parts and service.
Assist with customer follow-up activities.
Assist with general Customer Services duties as needed.
Other duties as assigned.