Customer Success Representative

Company Overview:

PartsBase Inc. is the world's largest online Aviation Marketplace and Community. Our global community is comprised of over 7,600 companies accessing our technology in over 217 countries & territories. We work with some of the biggest brands in aviation including Delta, Northrop Gruman, AvAir, Heico, Chevron, Air France Industries, and Air Australia.

PartsBase offers a FULLY remote environment where one can work at the forefront of where the aviation business meets technology. Imagine getting to work with peers worldwide, implementing business technology projects that challenge the boundaries.

Life at PartsBase:

One of the top benefits of working at PartsBase is the culture. We are a TEAM-focused organization, and everyone celebrates each other's successes. Our inclusive culture welcomes all employees and values their unique contributions to our success. Our clients tell us time and time again that our people set us apart from the competition. We naturally strive to hire the very best talent. The ideal candidate is a motivated, well-organized individual who has a deep understanding of prospecting and developing strong relationships with customers.

 Opportunity Overview 

Your main responsibility will be to help support and engage a passionate community of clients. Working alongside a Customer Success Manager, you will help to ensure the successful implementation and retention of all clients assigned to their team by assisting with renewals, collections, inventory, customer questions, and setting up appointments. This is a great opportunity for someone beginning their career with an interest in becoming an Account Manager. 

How you will add value to PartsBase! 

1.Provide Excellent Customer Support – Handle customer inquiries via phone, email, and chat in a professional and friendly manner. 

 
2.Attention to Detail – Accurately input customer information, orders, and issue resolutions into the system without errors. 

 
3.Problem-Solving Skills – Identify customer concerns, troubleshoot issues, and provide appropriate solutions or escalate when necessary. 
 
4.Team Collaboration – Work closely with team members and other departments to ensure a seamless customer experience. 
 
5.Follow Up on Customer Requests – Ensure timely follow-ups with customers regarding their inquiries, orders, or issues until resolution. 
 
6.Maintain Product and Service Knowledge – Stay updated on company offerings, policies, and procedures to provide accurate information to customers. 
 
7.Multitasking and Time Management – Handle multiple customer interactions efficiently while maintaining a high level of service quality. 
 
8.Adaptability and Resilience – Adjust to changing company policies, procedures, and customer needs while maintaining professionalism. 
 
9.Use of CRM and Support Tools like excel – Navigate and utilize customer service software, and databases to track customer interactions. 
 
10.Meet Performance Metrics – Strive to meet or exceed key performance indicators (KPIs), including response, contributions and performance. 

Requirements: 

• BA/BS degree or equivalent of work experience + education 

• 5 years of experience in a CSR or Administrative role 

• Accounts Receivable experience 

• Proven experience with outbound calls to current customers 

• Excellent verbal and written communications skills 

• Active listening skills 

• Ability to learn, reason and adapt quickly 

• Strong organizational and multi-tasking abilities 

• Able to work productively within a team environment