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