Customer Service Representative

About Regional MRO :

Hot Section Technologies is a prominent Federal Aviation Administration (FAA) and European Union Aviation Safety Agency (EASA) certified repair station.

We specialize in providing comprehensive maintenance, repair, and overhaul services for a diverse range of aircraft components.

Our commitment to excellence and adherence to industry standards have established us as a trusted partner for professionals within leading regional airlines around the world.

At Hot Section Technologies, we foster a collaborative, people-centric Lean environment that promotes continuous improvement and personal growth.

Position Overview :

The Customer Service Representative is responsible for managing interactions with repair administrators at regional airlines, ensuring a high level of personalized service throughout the repair process.

Key responsibilities include responding to customer inquiries, preparing quotes, providing weekly status updates on repair orders, coordinating with subcontractors, and collaborating with internal teams.

The role also involves handling various customer service functions and supporting continuous improvement initiatives to enhance service delivery.

Key Responsibilities :

• Serve as the primary point of contact for customers via email and phone, responding to inquiries and providing timely updates.
• Build and maintain strong, professional relationships with customer representatives at various levels within regional airlines.
• Provide weekly status reports to customers on their repair orders, ensuring transparency and clear communication tailored to their specific needs.
• Prepare and deliver quotes to customers, ensuring accuracy and alignment with company standards.
• Coordinate with subcontractors to ensure timely and efficient delivery of services that meet customer requirements.
• Collaborate with internal departments including repair, quality, accounting, and materials to provide customers with accurate information on service timelines and repair progress.
• Proactively resolve customer issues by identifying problems, investigating causes, and offering personalized solutions to ensure customer satisfaction.
• Gather and analyze customer feedback to monitor satisfaction and suggest improvements to management.
• Maintain and update customer records using Google Workspace applications, ensuring accurate tracking of all communications and interactions.
• Foster a collaborative work environment by working toward team goals and supporting overall team success.
• Assist in optimizing customer service processes by providing feedback based on personal interactions with customer representatives.
• Support continuous improvement initiatives in line with Regional MRO’s people-centric Lean principles and customer satisfaction goals.

Qualifications :

• High school diploma or equivalent required; bachelor's degree strongly preferred.
• 2+ years of customer service experience, ideally within the aviation, aerospace, or another technical / repair-focused industry.
• Strong interpersonal skills with the ability to build and maintain professional relationships.
• Excellent verbal and written communication skills tailored to individual customer needs.
• Proficient in Google Workspace applications (Google Docs, Sheets, Gmail).
• Ability to handle multiple tasks and prioritize in a fast-paced environment.
• Exceptional attention to detail, problem-solving, and conflict resolution skills.
• Team-oriented with a strong focus on delivering personalized, exceptional customer service.

Expectations :

• Maintain professionalism and composure in high-pressure situations and when handling multiple customer accounts.
• Provide accurate and prompt communication with customers and internal teams, ensuring service excellence tailored to individual needs.
• Adhere to company standards for documentation, including updating records and tracking all customer communications.
• Be proactive in anticipating customer needs and addressing potential issues before they escalate.
• Demonstrate a commitment to continuous learning, adapting to evolving processes and systems in the customer service department.
• Be willing to engage with different departments and step onto the repair floor as necessary, while following safety protocols.
• Participate in our Lean journey, contributing to the company's ongoing efforts in continuous improvement.

Language Skills :

Ability to effectively communicate with client representatives at various levels within regional airlines, internal departments, subcontractors, and auditors to achieve objectives.

Must possess strong written and verbal communication skills to convey information clearly and professionally.

Mathematical Skills :

Ability to apply basic arithmetic and algebra to analyze customer data, identify trends, and support decision-making processes related to service improvements and individual customer satisfaction.

Reasoning Ability :

Ability to solve practical problems and manage a variety of customer needs in dynamic situations. Must be able to interpret instructions provided in written, oral, diagram, or schedule form and respond appropriately to evolving individual customer requirements.

Work Environment :

The work environment is primarily office-based, with regular interaction with various departments within the repair station, necessitating visits to the production floor.

On the repair floor, exposure to machinery, tools, and aircraft components occurs. The use of personal protective equipment (PPE) is required per safety guidelines.

This may involve occasional exposure to loud noises, fumes, or airborne particles.

Why Join Us?

At Hot Section Technologies, every team member is vital to delivering top-quality service to our customers. We are committed to continuous improvement, personal growth, and promoting from within.

If you are passionate about providing outstanding, personalized customer service and contributing to the success of a leading company in the aviation industry, we invite you to apply.

Salary :

$23 to $27 per hour, commensurate with experience and qualifications.

Benefits :

• Competitive salary commensurate with experience and qualifications.
• Health, dental, life, and vision insurance.
• 401(k) with up to 4% matching.
• Paid time off and holidays.
• Professional development opportunities, including on-the-job training.
• Opportunities for advancement.
• Regular team-building activities and monthly company lunches.
• Participation in company events that promote a positive and engaging work culture.

Disclaimer :

This description outlines the general tasks and responsibilities for the Customer Service Representative. It is not a comprehensive list of specific duties and does not restrict management's authority to assign, direct, or control tasks.

The company may change, amend, add, or remove any part of this job description as it deems necessary.