Vector Airport Systems

Customer Support

• Serve as a primary point of contact for the PLANEPASS service
• Respond to inbound customer inquiries by phone and email
• Clarify account and invoice details
• Research account, invoice, billing, and payment questions
• Explain findings clearly and work toward first-contact resolution
• Resolve customer concerns and complaints professionally
• Escalate complex issues to the appropriate internal team
• Document and log customer interactions in Vector’s internal CRM platform
• Apply established methods and customer service standards to meet and exceed goals
• Assist the collections team approximately 10% of the time
• Help customers with payment questions
• Conduct professional follow-up on past-due balances
• Gain working knowledge of aviation terminology and business practices through on-the-job training
• Research accounts using company records and internet resources
• Collaborate with team members on efficiency, methods, and process improvements
• Adapt to changing priorities, procedures, and customer needs while maintaining quality and productivity

Customer Service Specialist