JOB SUMMARY:

Handles intense customer care phone reception and correspondence of customer's needs. Consists of customer referral to Textron Aviation Dealer Network, call prioritization for hotline response, data entry of calls and emails into Customer Relationship Management system.

JOB RESPONSIBILITIES:

• Receives, interprets, transfers or accepts incoming customer calls and e-mail requests. Utilize computer programs, technical publications and product support tools to assist customers with technical inquiries.
• Follow department operating procedures for providing front line customer support to enable World-Class customer service for each customer.
• Performs intensive customer service phone reception which includes directing and logging incoming technical hotline calls for all piston powered aircraft models and assigning priority to calls for follow-up by service engineers.
• Participates in on the job training for Customer Care Representative to gain the appropriate knowledge to accomplish job requirements at a comprehensive and customer satisfying level.
• Provides feedback from customers regarding technical service matters via reports and meetings as required for improving Textron Aviation's competitive position.
• Utilized resources available to perform the job functions at a high level of efficiency.
• Provides feedback regarding daily operating procedures and makes recommendations for revision to better achieve department objectives.
• Works daily with numerous departments within Textron Aviation to ensure the customer receives the best service possible always.
• Processes intensive customer email correspondence displaying good writing proficiencies.

EDUCATION:

• Requires high school education and individual must be working towards A&P License

EXPERIENCE:

• Quickly grasps new concepts when faced with unfamiliar tasks
• Strong technical and problem-solving skills
• Excellent verbal and written communication skills
• Professional and diplomatic demeanor
• 6-12 months general office experience and familiarity with aircraft manuals preferred
• Expose to the aviation industry a plus
• Flexible work hours/work week
• Must be able to obtain and maintain an airport security badge through the local airport authority, if applicable.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.