Job Description
Job DescriptionAbout UsAn Oregon-based innovator in aviation audio technology, this organization has been a leader in designing premium pilot communication solutions since the mid-1990s. Known for pioneering active noise reduction and integrating advanced safety features like carbon monoxide detection, they focus on enhancing flight safety and comfort. Their products combine cutting-edge engineering with user-friendly design, serving both private and commercial pilots worldwide. The team is committed to protecting lives and advancing aviation through continuous innovation and community engagement.
Overview The customer service associate position works as part of the Customer Support team and interfaces with the customer to understand and satisfy their requirements for either new or repaired headsets. The actual tasks that the individual Associate performs can and will change based on customer requirements, and the tasks that the individual is trained and authorized to perform
Responsibilities
- Respond to inbound customer calls, emails, and web requests in alignment with productivity and quality objectives.
- Address pre-sales inquiries, educate customers on product features and functionality, and process orders with accurate pricing and scheduling.
- Document field failure incidents by creating cases, and manage returns, replacements, and refunds through RMA processes.
- Listen actively to customers, record detailed notes in cases, and apply troubleshooting skills and product knowledge to resolve issues.
- Follow up on customer inquiries and concerns via phone, email, web, or mail to ensure timely resolution.
- Maintain a reputation for exceptional customer service during every interaction.
- Exercise sound judgment and business insight to determine appropriate actions that benefit both the customer and the company.
- Approve and manage web cases, including oversight of case workflows and reporting tools.
- Monitor and respond promptly to daily emails, ensuring thorough follow-up.
- Participate in outbound marketing initiatives and attend trade shows as needed; light travel may be required.
Qualifications and Skills
- 2-4 years of related work experience.
- Positive “can-do” attitude.
- Natural ability to problem solves.
- Team player that enjoys helping co-workers and customers.
- Microsoft Office software skills.
- Organized with ability to multi-task.
- Excellent interpersonal and business communication skills.
- Ability to maintain professional, courteous attitude under stress.
- Some technical interest and capability.
- Experience or interest in aviation, performance machine activities (driving, boating, motorcycling, etc), or extreme sports.
Schedule: Monday - Friday (7:00AM - 3:30PM)
Compensation: $21.00 Hourly
We offer employees weekly paychecks (direct deposit), and upon eligibility we offer health insurance (Kaiser), accrued paid sick time (Oregon Paid Sick Leave), and a retirement option (OregonSaves).