Customer Support Specialist (Warranty Service)
Gogo is seeking a dedicated and customer-centric individual to join their team as a Customer Support Specialist (Warranty Service). This hybrid role is essential for maintaining customer service excellence by interacting with customers and resolving warranty claims and inquiries.
Responsibilities
- Provide exceptional customer service by promptly responding to incoming calls and emails regarding warranty claims, product repair or exchange, and general inquiries
- Maintain a professional and courteous demeanor while establishing a positive rapport with every customer interaction
- Process Salesforce cases efficiently, including communication with customers to obtain necessary information for resolution
- Adhere to AS9100 requirements and certification standards to uphold quality assurance protocols
- Collaborate closely with internal teams, including Repair Station, Technical Support, Sales, and Production Planning to address customer needs effectively
- Update and maintain product warranty information, ensuring accuracy and completeness
- Coordinate with the sales team and buyers on purchase orders, delivery status, pricing, and delivery issues to ensure high customer satisfaction
- Demonstrate adaptability and flexibility in team settings, supporting team goals and fostering a cooperative work environment
Skills
- High school diploma or equivalent work experience
- 1-3 years experience in customer service and/or logistics in a technical industry
- Willingness to be on call during weekends and holidays on a rotational basis
- Ability to lift up to 50 pounds and work in various environments, including office, lab, and manufacturing settings
- Willing to train in the office Monday through Friday for the first 4-6 weeks and then be able to work in a hybrid environment (2-3 days in the office)
- Strong attention to detail and organizational skills
- Self-driven with the ability to achieve defined goals and metrics with minimal supervision
- Excellent computer skills
- Outstanding written and verbal communication skills
- Ability to thrive in a fast-paced environment
- Team-oriented with a friendly and approachable demeanor
- Familiarity with IS09000/9001 standards, AS9100 preferred
Benefits
- Medical, dental and vision coverage
- Immediate vesting 401k plan
- Paid time off
- Volunteer time off
- Employee Stock Purchase Plan
Company Overview