Customer Support Representative I

FlightSafety International - Atlanta, GA (30+ days ago)3.7


Requisition 12721

ESSENTIAL DUTIES AND RESPONSIBILITIES

Marketing Activities:
Communicate to Customers (both current and prospective) additional services available at FlightSafety International in order to increase sales and revenue for the center.
Utilize opportunities as they arise during regular business days to market and promote sales for the Center and for other FlightSafety International Centers, as appropriate.

Scheduling Activities:
Phone and Personal Customer Contact:
Interview Customers to determine their training needs;
Coordinate appropriate scheduling dates and times;
Communicate pricing and billing procedures;
Arrange hotel/car rental accommodations & reservations;
Arrange to mail local area information (i.e. maps, list of restaurants, etc.) to Customer prior to training;
Other requirements (i.e. interpreter), as needed.
Generate weekly/monthly/annual schedules and communicate any schedule changes to Customers and employees.

Documentation/Reports Activities:
Documentation of Customer Accounts/Data Entry:
Customer information (name, address, phone #s, company, position, etc.);
Customer agreements;
Invoicing information & phases of course completion;
DAL entry;
Insurance and Pro Card entry and preparation;
Records of Training & Diploma preparation, as required;
Develop and maintain records of Customer(s)’ adherence to regulatory requirements;
Follow-up contact dates.
Research and maintain Account Receivables by periodic invoicing, deposits, and collections, as required. This process includes contract research (terms, times, etc.) and production of reports, as needed.

Teamwork - Internal & External Activities:
Operate multi-line telephone system, direct incoming calls, take messages and provide general information using proper telephone etiquette and efficiency.
Interact, develop and maintain positive relationship with hotels and car rental agencies, as needed.
Interact with aircraft manufacturers, if applicable.

Daily Responsibilities:
Maintain FlightSafety International's commitment to Customer satisfaction while performing job duties.

Interact within a cooperative environment through beneficial behavior, commitment to common goals, contribution to problem solving, communication of ideas and suggestions, and encouragement to other employees and departments.
Accountable for the security of FlightSafety International materials, projects and business information regarding the methods and techniques used in the production and usage of FlightSafety International products.
Accountable for the accuracy and completeness of assigned tasks.
Able to adhere to a required work schedule including prompt and regular attendance.
Report, on a timely basis, any safety hazards observed in work area, equipment, and/or building to appropriate person(s) for correction.
Participate in the Quality Management System (QMS) activities at assigned site and adhere to the processes related to accomplishing the site's QMS goals.
Participate in Learning Center Safety Management System (SMS) activities including: supporting and promoting the safety culture, reporting all aviation safety-related issues via feedback system, and adhering to the processes related to accomplishing SMS goals.
Support FlightSafety International's, and its subsidiaries', commitment to ethical behavior by basing our priorities on lawful and ethical conduct as we deal with co-workers, Customers, vendors and others in all of our operations. (See Sarbanes-Oxley Act of 2002)

OTHER DUTIES AND RESPONSIBILITIES:
Prioritize workload on a daily, weekly and monthly basis.
Attend, facilitate and/or research training to increase skills applicable to job position and workplace issues.
Provide clerical and miscellaneous support, as needed.
Back up computer system, as required.
Train and cross-train, as required.
Perform errands and chauffeur guests, as needed.
Travel, as required.

EDUCATION, EXPERIENCE & CERTIFICATIONS:
Associate's degree (A.A.) from a two-year college or technical school preferred, or three (3) years' related experience and/or training; or equivalent combination of education and experience; equivalency years’ experience substitution must be in related field.
Aviation terminology/background, desired.

SKILLS & ABILITIES:
Fluency in English, through both verbal and written communications; able to speak, understand, read and write
Excellent verbal and written communication skills
Excellent organizational skills
Ability to interact with various levels of management in a professional manner
Ability to adapt to changing schedules and high pressure situations
Able to work unsupervised, as needed
Some familiarity with multi-line telephone operations
A second language may be helpful to meet particular needs
Type/keyboard 50+ wpm (computer user with good typing/keyboarding skills), preferred
FlightSafety is an Equal Opportunity Employer/Vet/Disabled.