Customer Service Representative

Summary:

The Customer Service Representative will act as a liaison between our clients and the Engine Repair Center, ensuring that all customer inquiries, requests, and concerns are handled efficiently and professionally. This role requires excellent communication skills, a strong attention to detail, and a passion for providing exceptional customer service in the aviation industry.

Responsibilities:

• Customer Interaction:
  • Serve as the primary point of contact for internal and external customers regarding repair and maintenance services.
  • Respond promptly to customer inquiries via phone, email, and in-person visits.
  • Provide accurate information about services, pricing, and timelines.
• Order Management:
  • Process customer orders and service requests accurately and efficiently.
  • Coordinate with internal teams to ensure timely completion of repair and maintenance work.
  • Update customers on the status of their orders and any changes or delays.
• Issue Resolution:
  • Address and resolve customer complaints and issues in a timely and professional manner.
  • Escalate complex issues to the appropriate department or manager when necessary.
  • Follow up with customers to ensure their satisfaction with the resolution.
• Documentation and Reporting:
  • Maintain accurate records of customer interactions, transactions, and service requests.
  • Prepare and distribute regular reports on customer service activities and metrics.
  • Assist in the preparation of customer documentation and paperwork.
• Relationship Building:
  • Build and maintain strong, long-lasting relationships with customers.
  • Understand and anticipate customer needs to provide personalized service.
  • Gather customer feedback to improve service quality and customer satisfaction.
• Collaboration:
  • Work closely with other departments, including maintenance, operations, and sales, to ensure seamless service delivery.
  • Participate in regular team meetings to discuss customer service issues and improvements.

Qualifications / Requirements:

• Associate degree in a related field (Bachelor’s preferred).
• Previous experience in customer service (Aviation or transportation industry preferred).
• Strong communication skills, both verbal and written.
• Excellent organizational and multitasking abilities.
• Proficient in Microsoft Office Suite and customer service software.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and attention to detail.
• Knowledge of aviation repair and maintenance services is an advantage.

Travel/Misc.:

• None.

Here at Willis Lease Finance Corporation (WLFC), we are dedicated to fair hiring practices and diversity in the workplace. We are committed to a workplace environment that encourages growth and respect for all current and prospective employees based upon job-related factors such as their educational background, work experience, and ability to perform the essential functions of a particular job. It is the policy and practice of WLFC to prohibit any form of discrimination or harassment based on race, color, age, national origin, religion, sexual orientation, sex (including pregnancy, childbirth, or related medical conditions), gender identity or gender expression, military or veteran status, physical or mental disability, genetic information, or any other status protected under applicable Federal, state or local law.

WLFC is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application processes. If you need assistance or an accommodation due to a disability, you may contact us at joinus@willislease.com.

WLFC also offers a comprehensive benefit package to its eligible employees. This includes medical, dental, vision, 401(k), Roth 401(k), HSA in conjunction with a high deductible plan, life insurance, supplemental insurance, travel accident insurance, employee assistance program, short & long-term disability, employee stock purchase plan, employee education reimbursement plan, matching gift program, health and wellness plan, and paid time off.

To Executive Search Firms & Staffing Agencies: Willis Lease Finance Corporation (WLFC) does not accept unsolicited resumes from any agencies. All unsolicited resumes will be considered WLFC property, and WLFC will not be obligated to a referral fee. This includes resumes submitted directly to any WLFC employee, including Hiring Managers, without contacting WLFC Human Resources Talent Acquisition Department.