Customer Service Specialist

About Vector Airport Systems

Vector Airport Systems is an established international aviation software and services company with a positive team culture and an emphasis on visionary leadership. Our hard-working, innovative team delivers aircraft tracking, revenue generation, and mission-critical SaaS solutions to our clients.

With our PLANEPASS® service, we provide an outsourced, end-to-end accounts receivable management solution to airports. We are seeking an experienced Customer Service Specialist to join our PLANEPASS® team and help deliver our proven revenue solution to our clients.

About the Position

As a Customer Service Specialist, you will be a primary point of contact for our PLANEPASS® service, responding to inbound phone and email inquiries, clarifying account and invoice details, researching questions, and resolving issues with accuracy and professionalism. You will document each interaction in our CRM, coordinate with internal teams when escalation is needed, and follow through to ensure timely resolution.

You will additionally spend approximately 10% of your time assisting the collections team as needed, including helping customers with payment questions and conducting professional follow-up on past-due balances.

We are seeking a confident professional who can communicate clearly and effectively, manage multiple priorities, and maintain a positive and professional rapport with all clients.

This is a fully remote, full-time position. To serve our Pacific Time Zone customers, we are seeking candidates who are available from 8:00am to 4:00pm Pacific Time, Monday through Friday.

Key Responsibilities:

• Respond to inbound customer inquiries by phone and email, providing timely, accurate, and professional assistance.
• Research account, invoice, and payment questions; explain findings clearly and work toward first-contact resolution whenever possible.
• Resolve customer concerns and complaints with professionalism, escalating complex issues to the appropriate team when needed.
• Precisely document and log customer interactions using Vector’s internal CRM software platform.
• Maintain Vector’s success rate by applying established methods and customer service standards to meet and exceed goals.

Supporting Responsibilities:

• Gain a working knowledge of aviation industry terminology and business practices through ongoing on-the-job training.
• Research accounts using available company records and internet resources.
• Collaborate with team members to find greater efficiency, new methods, or process improvements to bring in more revenue and find success as a group – Vector is all about teams working to achieve greater outcomes.
• Adapt to changing priorities, new procedures, and evolving customer needs while maintaining quality and productivity.

Candidate Requirements:

• Minimum of 3 years in a dedicated customer support or service role responding to inbound customer inquiries by phone and/or email. Qualifying experience must be clearly demonstrated in the employment history provided on your resume.
• Experience researching and explaining account, invoice, billing, or payment information
• Proficiency with CRM systems and the Microsoft Office 365 suite
• Strong verbal and written communication skills, including active listening and clear explanations
• Highly organized with excellent attention to detail and accurate documentation habits
• Ability to prioritize multiple customer needs and adapt to changes in workflow
• Strong problem-solving skills and sound judgment when resolving or escalating issues
• A collaborative, customer-focused attitude that supports team and company goals
• Ability to work 8:00am to 4:00pm Pacific Time, Monday through Friday.

Vector Workplace

We strive to be a terrific place to work, emphasizing teamwork, initiative, and results. The doors of Senior Leadership are always open. In additional to our benefits program, we are proud to offer a workplace with:

• Generous rewards for hard work and dedication.
• Leadership takes a constructive interest in every team member’s success.
• Our cultural focus on people and results - not bureaucracy and arbitrary rules.
• Work/Life Balance is respected and encouraged.
• Be part of a team that enjoys time together and helps each other succeed.
• You will not be micromanaged: Plan, prioritize and schedule your own tasks.

How To Apply

To be considered for the position, please follow the instruction…