Customer Service Analyst, Senior

Build an Aviation Career You’re Proud Of

At Western Jet Aviation, a company of StandardAero, we use our ingenuity and know-how to find solutions for the simple to the most complex challenges in aviation. Together, we get the job done and done well. 

What’s it like at StandardAero

Collaboration, teamwork, and having each others backs are the norm here. Our growth in this expanding industry means getting career stability and opportunities to grow. With great resources, an inclusive atmosphere, and a culture based on shared values, we’ll support you in building a solid career with a team you can count on.

As a Customer Service Analyst, Senior, you will support the customer service department, specifically in the areas of Billing. You will ensure the accuracy of information/orders as well as ensure customer requirements and expectations are confirmed, documented, and communicated to the appropriate team members.

What you’ll do:

• Perform billing duties including but not limited to the accuracy and timeliness of invoicing as well as meeting the company’s Customer Experience standards.
• Support the required action for response to customer service requests for work scope/order changes, including the maintenance of order information files.  
• Support progress invoicing when applicable and timely billing of final invoice. Resolves or assists in resolving warranty claims; issues core credits and debits for claims and invoice errors, if applicable.
• Maintain documents as per company, customer, and regulatory standards and process. Assures required information is entered into the appropriate computer system (internal and external). 
• Promote a positive image in representing the corporation to clients and the community; hosts and coordinates customer visits as needed. 
• Cultivates customer loyalty through a commitment to customer satisfaction.
• Receives, evaluates and answers customer, internal organization or sales force inquiries regarding a variety of order-related or service issues.  
• Ensures that customers’ requests are routed to the appropriate party and responded to in a timely manner.
• Performs other duties, as assigned

What skills you will use:

• Communicate effectively with customers demonstrating effective use of written, verbal, non-verbal, and active listening skills, employing relevant knowledge, skills, and judgment to achieve organizational goals.  
• Strong planning, organizational, analytical, decision making and problem-solving skills.
• A commitment to professional practice and continuous professional improvement.
• Working knowledge of company instructions and policies.
• Working knowledge of PC’s in the current company operating system environment including the use of Microsoft Office productivity software with the ability to adapt to changes in technology (both hardware and software).

Minimum Requirements:

• Strong financial acumen; prior experience with budgets & financial statements.
• Approximately 1-2 years of billing experience
• Able to work as a team player and ability to use own initiative.
• Competent working in a culturally diverse environment with a demonstrated sensitivity to other cultural norms and practices.
• Experience building strong working relations with customers.
• Self-motivated 
• Working knowledge of PC’s in the current company operating system environment including Microsoft Office and MS Project.

Beneficial to this role:

• Experience with Happ / MSP/ CASP

Benefits that make life better

• Competitive Wages (Pay for Performance)
• Comprehensive Healthcare
• 401(k) with 100 company match; up to 5 vested
• Paid Time Off Starting on Day One
• Bonus Opportunities
• Education Reimbursement
• Health & Dependent Care Flexible Spending Accounts
• Short- & Long-Term Disability
• Life & AD&D Insurance
• Learning & Training Opportunities
• Paid Relocation
• Retirement Savings Plan
• Safety Focused Culture
• Refer & Earn Program ($1,000 referral bonus)
• The Academy

Salary: $30-36 per hour based on experience