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.
I. 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.
II. Follow department operating procedures for providing front line customer support to enable World-Class customer service for each customer.
III. 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.
IV. 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.
V. Provides feedback from customers regarding technical service matters via reports and meetings as required for improving Textron Aviation’s competitive position.
VI. Utilized resources available to perform the job functions at a high level of efficiency.
VII. Provides feedback regarding daily operating procedures and makes recommendations for revision to better achieve department objectives.
VIII. Works daily with numerous departments within Textron Aviation to ensure the customer receives the best service possible always.
IX. Processes intensive customer email correspondence displaying good writing proficiencies
- Requires high school education and individual must be working towards A&P License EXPERIENCE:
- Quickly grasps new concepts when faced with unfamiliar tasks
- Strong technical and problem-solving skills
- Excellent verbal and written communication skills
- Professional and diplomatic demeanor
- 6-12 months general office experience and familiarity with aircraft manuals preferred
- Expose to the aviation industry a plus
Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.
Pay Transparency Policy Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise, have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
Job Field Product Support
Primary Location US-Kansas-Wichita
Recruiting Company Textron Aviation
Job Level Individual Contributor
Shift First Shift
Job Posting 05/05/2021, 12:49:32 PM