Description

The Customer Services Representative (CSR) serves as the primary point of contact for clients attending training programs at the Training Center. This client-facing role is responsible for delivering a high-quality customer experience through professional communication, coordination, and administrative support before, during, and after training events.

The CSR collaborates with multiple internal teams, including Sales, Instructor Pilots, Fleet Planning, and Training Center Operations, to ensure client needs are addressed efficiently and training events are executed successfully.

Key responsibilities include:

• Serve as the primary contact for customer inquiries in person, by phone, and through email.

• Contact clients prior to training to provide introductions, instructions, and logistical information.

• Coordinate and collect required client documentation before arrival.

• Assist clients with questions related to training schedules, courseware, required materials, and training center services.

• Greet clients at check-in and provide badges, schedules, and other onboarding materials.

• Provide support throughout client training events and address service-related requests.

• Coordinate meetings and maintain schedules using Microsoft Outlook and other collaboration tools.

• Facilitate communication between clients and internal departments to ensure timely issue resolution.

• Assist with troubleshooting and provide training materials as needed.

• Ensure classrooms are properly prepared, organized, and stocked with required materials.

• Deliver hospitality items and support client accommodations when required.

• Provide support to executive-level clients and stakeholders attending training programs.

• Perform NATA-approved fingerprinting activities and obtain required TSA authorizations.

• Obtain and maintain Notary Public certification and perform associated duties in accordance with applicable regulations.

• Maintain confidentiality when handling sensitive client information and documentation.

• Support both front-of-house and back-of-house operational activities within the Training Center.

• Adhere to professional standards of conduct and appearance while representing the organization.

The Training Center operates 24 hours per day, 7 days per week. Work schedules may vary based on business requirements.

Minimum Qualifications

• High school diploma or equivalent.

• Minimum of 2 years of professional work experience

• Experience interacting directly with customers and resolving inquiries through multiple communication channels.

• Proficiency with Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, and Teams.

• Strong verbal and written communication skills.

• Demonstrated attention to detail and organizational skills.

• Ability to manage multiple priorities and adapt to changing business needs.

• Ability to handle sensitive information with discretion and confidentiality.

• Ability to establish and maintain effective working relationships with internal and external stakeholders.

• Ability to support clients using Apple devices and iOS applications.

• Flexibility to work varying schedules based on operational requirements.

• Ability to sit for extended periods of time.

• Ability to lift up to 50 pounds.

• Ability to perform occasional stooping or squatting.

• Ability to spend extended periods using a telephone and computer.

Preferred Qualifications

• Associate degree or equivalent post-secondary education.

• Experience in aviation, corporate training, executive support, administrative assistance, hospitality, hotel operations, concierge services, or travel services.

• Experience providing support to executive-level clients or stakeholders.

• Knowledge of Apple products and iOS-based applications.

• Experience working in a fast-paced, service-oriented environment.

• Bilingual or multilingual capabilities.

• Experience coordinating schedules, events, or client programs.

• Familiarity with cross-functional collaboration across operational teams.

Benefits

We’ve designed flexible policies to promote well-being and growth, based on role-specific eligibility and requirements:

• Day One Medical, Vision, and Dental coverage

• 401(k) with competitive company match

• Flexible schedules

• Flexible vacation policy

• Eleven paid holidays

• Large, stable international employer

• International career opportunities

• Cross-functional training opportunities

• Paid comprehensive training

• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)

• Tuition reimbursement