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Heads Up Technologies · 18 hours ago

Customer Service Representative

Dallas, TX

Full-time

Onsite

Senior Level

5+ years exp

Heads Up Technologies is a global leader in aviation technology dedicated to enhancing in-flight experiences. They are seeking a highly motivated Customer Service Representative to lead their support team, providing exceptional service and resolving customer issues efficiently.

AerospaceCommercialIndustrial

Responsibilities

Provide prompt assistance and support to customers via various channels of communication (phone, email, chat, etc.)

Resolve customer issues utilizing problem-solving skills and technical knowledge. Escalate to the appropriate department or manager when necessary

Interact with customers professionally and empathetically, ensuring clear and concise communication

Stay updated on products and services to provide the best possible support

Communicate issues with deliveries to customers and participate in weekly customer calls/meetings to ensure customers are up to date

Collaborate with other departments, such as sales, marketing, operations, and engineering to relay customer feedback to drive improvements

Maintain documentation related to customer service policies and procedures

Participate in operations meetings for awareness of issues and to relay customer requests to the operations team

Interact with customer portals as required

Sales order entry into ERP system

Assist in maintaining and monitoring customer scorecards for OTD and quality

Provide after-hours support as required on special occasions

Qualification

Customer support experienceCommunication skillsMicrosoft OfficeTechnical knowledge in electronicsAttention to detailAviation experienceEnglish language proficiency