Customer Support Representative

Department:Sales
Location: 710 North Drive - Melbourne, FL 32934

Avidyne Corporation is leading the general aviation (GA) industry in the design and manufacture of innovative and easy-to-use avionics systems. Avidyne is uniquely focused developing avionics systems that make flying safer, more accessible, and more enjoyable for pilots and their passengers. Headquartered in Melbourne, FL, the company has facilities in Concord, MA and Columbus, OH.

Take advantage of this unique opportunity to work for a world-class leader at the heart of innovation in general aviation.

The Customer Support Representative (CSR) will be the first point of contact for inbound and outbound customer engagement. The CSR will gather preliminary information and resolve or direct the customer to the appropriate resource for assistance. The CSR will also be responsible for following up with customers and internal resources to assure that the customerís issue was resolved completely and to their satisfaction. The CSR will assist the sales team with administrative support. This position requires interaction with all functions of the organization and requires strong organizational and communications skills.

Responsibilities:

  • Answer customer calls and emails in a professional and efficient matter.
  • Update CRM with each customer engagement.
  • Direct calls, emails, and work tickets to appropriate contacts.
  • Responsible for the Avidyne Customer Satisfaction survey program.
  • Assist technical support personnel in the processing of RMA forms.
  • Assist sales team with support in processing RFC transactions.
  • Assist Director Customer Experience in reporting departmental metrics.
  • Follow up with end customers and dealers to assure issues were resolved to their satisfaction.
  • Assure that all Oracle transactions are accurate.
  • Assist service centers in processing warranty claims.
  • Manage and track exchange assets to assure they are returned in a timely manner,
  • Routine outbound calling to end customers and dealers
  • Register all IFD sales in myavidyne.com
  • Product service histories data collection

Education and Experience Requirements:

  • Business related degree/education plus 3-5 years customer service experience
  • Experience dealing with external customers on a routine basis
  • Experience working across multiple departments to achieve results
  • Results-oriented and self-motivated
  • Strong verbal and written communications skills required
  • Experience with customer service software.  Oracle experience a plus.
  • Formal customer service or project management training and experience preferred.
  • Must be able to multi-task in a fast paced environment.
  • Ability to effectively deal with upset customers.


APPLICATION INSTRUCTIONS

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Equal Opportunity/Affirmative Action Employer

Avidyne provides equal employment opportunity for all applicants and employees. We do not unlawfully discriminate on the basis of race, color, religion, ancestry, genetic information, national origin, gender, age, marital status, sexual orientation, veteran status, family care status, pregnancy, childbirth or related medical conditions, physical or mental disability, medical condition, or with respect to any other protected class.