334707Textron Aviation has been inspiring the journey of flight for nine decades through the iconic and beloved Cessna and Beechcraft brands. We are passionate advocates of aviation, empowering people with the freedom of flight. As you join our legacy as a global leader in private aviation, you’ll have opportunities to try new fields, expand your skills and knowledge, stretch your abilities, and build your career. We provide a competitive and extensive total rewards package that includes pay and innovative benefits to support you and your family members – now and in the future, beginning day one. Your success is our success.

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.

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 AP License

EXPERIENCE:

Quickly grasps new concepts when faced with unfamiliar tasksStrong technical and problem-solving skillsExcellent verbal and written communication skillsProfessional and diplomatic demeanor6-12 months general office experience and familiarity with aircraft manuals preferredExpose to the aviation industry a plusFlexible work hours/work weekMust 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.