Customer Support Representative

Job Description

Job Description

Cirrus Aircraft’s Mission is to deliver an aviation experience that is the pinnacle of innovation, quality, and safety to our customers. Cirrus Aircraft is the recognized global leader in personal aviation and the maker of the best-selling SR Series piston aircraft and the Vision Jet™, the world’s first single engine Personal Jet and recipient of the 2017 Robert J. Collier Trophy. Founded in 1984, the company has redefined performance, comfort and safety in aviation with innovations like the Cirrus Airframe Parachute System® (CAPS®) – the first FAA-certified whole-airframe parachute safety system included as standard equipment on an aircraft. To date, worldwide flight time on Cirrus aircraft has passed nine million hours and over 170 people have returned home safely to their families as a result of the inclusion of CAPS® as a standard feature on all Cirrus aircraft. Find out more at cirrusaircraft.com.

Job Summary

Customer Support Representatives (CSR’s) are among the first Cirrus employees a customer or partner will communicate with when they have an issue or question about their aircraft, so making a great first impression and promptly responding to their needs is essential to maintain brand loyalty and satisfaction. The FSR will assist partners, owners and pilots with maintenance, warranty questions and concerns, maintenance coordination, scheduling, and operational questions as needed. The CSR will also coordinate AOG support, parts, and repairs to return an aircraft to service as soon as possible. You will provide warranty authorizations within the policy guidelines of Cirrus Aircraft and its vendors and have the authority to make decisions outside of policy in the interest of customer satisfaction. Customer & Field support is provided primarily by email and telephone. Additional duties such as support of maintenance training dept. or AOG dispatch maybe assigned when appropriate and needed.

Duties and Responsibilities / Essential Functions

• Be the primary customer service & technical support liaison between other departments within Cirrus or its customers, partners or vendors.
• Support and promote company & department directives with a positive attitude. Be able to give and receive candid and helpful feedback; willing to cooperate, consider, and work with others in the department and across the organization with positive attitude.
• Remain flexible and dynamic, able to adapt to different roles and expectations regularly.
• Support the regional team that you report too when needed / assigned by CSD. Remain flexible.
• Support on call (after hours) rotating schedule, answer calls, support customers as needed on nights and weekends.
• Prioritize and respond to phone and email requests for support in a timely manner.
• Be a liaison for customer communications while coordinating internal and external support and logistics to resolve issues as quickly as possible.
• Evaluate and provide warranty authorizations outside of normal policies when appropriate.
• Practice the “Cirrus Service Essentials” with all customer interactions.
• Assume ownership from start to finish of a case.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Competencies

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

Our Benefits : Cirrus provides a range of exciting benefits, including :

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice. Work beyond 40 hours per week may be required.

Cirrus is dedicated to a drug free work environment promoting equal employment opportunity. Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital and family status, sexual orientation, receipt of public assistance, genetic information or any other characteristic protected by applicable law.