Customer Service Specialist

Universal Avionics (UA) has been in business for over 40 years, continuously making huge strides in business, commercial, and military avionics by designing the next generation of technology as well as the latest iterations of our flagship products to ensure easier management and safety & reliability of all phases of flight.

UA is seeking a Customer Service Specialist who will support our FAA Part 145 Repair Station operations by coordinating repair activities, including the processing and expediting repair units. As UA's CSS, you will be responsible for communicating with a range of customers and internal stakeholders via email, in person, and phone. It requires critical thinking, attention to detail, and flexibility within a fast-paced work environment.

Summary

The Customer Service Specialist position is a customer-facing role that supports the Federal Aviation Administration (FAA) Part 145 Repair Station operations by coordinating repair activities, including the processing and expediting repair units. This position reports to the Manager of Customer Service and is responsible for communicating with a range of customers and internal stakeholders via email, in person, and phone. It requires critical thinking, attention to detail, and flexibility within a fast-paced work environment.  

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Process incoming repairs.
• Expedite units to the floor for repair and to quality and shipping for customer delivery.
• Perform order entry of rentals, loaners, and exchanges.
• Process returned equipment (boards and units) from field use.
• Support customers with status on repairs, sending in units for repairs, providing requested documents, and assisting with general requests.
• Assist with repair quotations and costing repaired units.
• Demonstrate an understanding of industry terminology.
• Actively works as a valuable teammate and resource within the Services team and to other departments.
• Ability to support a flexible schedule to address after-hour customer support requests.
• Play a primary role in meeting Repair Station goals.

 Competency

To perform the job successfully, an individual should demonstrate the following competencies:

Minimum Qualifications

An individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skill, and ability required to accomplish this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and Experience

• Minimum high school diploma or equivalent.
• Exceptional attention to detail and superior work ethics are essential.
• Strong problem-solving abilities are required.
• Excellent oral and written communication skills and ability to meet deadlines are required.
• Superior customer service skills are required.
• Strong knowledge of Microsoft Word, Outlook, Excel, and the ability to learn Universal’s internal order entry system is required.
• Data or Order Entry background is highly desired.
• Knowledge of UASC products or a general knowledge of avionics and aircraft systems is desired.

Computer Skills

• Proficient with a personal computer and the ability to type. Proficient with Microsoft Office Suite. A strong aptitude for acquiring competency in new tools is essential.

Language Skills

• Ability to read, analyze, and interpret requirements and documents. Strong written and oral communication skills, including English fluency.

Mathematical Skills

• Ability to apply basic concepts and applications of arithmetic, including addition, subtraction, multiplication, and division in all units of measure using whole numbers, common fractions, and decimals.

Reasoning Ability

• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to think critically to solve practical problems and deal with a variety of situations where only limited information exists.

Work Environment

• The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• The work environment is usually quiet.

Physical Demands

The physical demands described here represent those that must be met by an emp