In-bound Customer Sales & Service Representative

Aircraft Spruce and Specialty is seeking a Talented Customer Sales and Service Representative to join our team at our headquarters location in Corona!

The ideal candidate loves working the phones using active listening skills, has great Internet search skills, seeks to solve the customer's needs and offers solutions to create a customer for life. The majority of customer contact will be via inbound calls to our Customer Sales and Service Queue. Minimum 2 years experience required.

Aircraft Spruce provides benefits after 2 full months of employment including medical, dental, vision and life insurance policies; Paid Time Off and Holiday pay. 401(k) Retirement Savings Plan available after 1 full year employment.

Responsibilities:

• Engage with clients in a friendly and professional manner while actively listening to their questions and concerns
• Accurately quote pricing for products using ERP system or company Internet.
• Offer support and solutions to customer in accordance with the companies policies.
• Provide accurate product information based upon customer's inquiry.
• Key in customer's orders as per customer direction; accurately delivery options and pricing.
• Process returns (RMAs) as per company policy.
• Carefully document customer issues in ticketing system and all steps taken to resolved
• Assist up to100 customer inquiries daily via phone queue, chat or email; Follow up to conclusion as required
• Develop and maintain a knowledge base of the evolving products and services
• Work with Purchasing, Returns and Accounting to ensure customer's questions/concerns are resolved.
• Additional duties may be assigned by manager.

​Requirements:

• Proven excellence in providing Customer Service including active listening skills and ability to provide constructive feedback.
• Excellent written and verbal English skills; Second language a plus!
• Ability to Multi-task; Coordinating phone and email activities to keep up with customer service volume (min. 60 - 100 calls per day)
• Demonstrates emotional intelligence through trustworthiness, ability to lead and influence others, and create an environment focused on collaboration and teamwork.
• Strong knowledge of Microsoft Office including Outlook and Word.
• Experience using customer service ticketing solution - (Zendesk/Salesforce/ etc)
• Ability to type 50 WPM
• Lifelong learner; Continuously seeking knowledge related to customer service and personal growth.
• Live the Company Values and Code of Conduct

Essential Functions:

• This employee us regularly required to talk and/or hear
• The employee sits for 2 hours 4 times per day.
• This position occasionally deals with irate customers which requires the ability to deal with stressful situation.
• A friendly and empathetic disposition is needed to deal with dissatisfied customers.
• The use of a telephone (headset), computer display, keyboard and mouse are needed to fulfill this role.
• This position is a full-time position- start times from 7am - 8:30 am M-F (40 hours) with occasional Saturday assignment.