Customer Service Specialist

Vector Airport Systems

. Serve as a primary point of contact for the PLANEPASS service .

Posted 9/19/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support with a focus on resolving inquiries related to accounts, invoices, and payments. Proficient in CRM systems and Microsoft Office 365, with strong communication and organizational skills to enhance customer satisfaction and team collaboration.

Highest-signal resume keywords

Customer Support ExperienceCRM ProficiencyMicrosoft Office 365 ProficiencyStrong Communication SkillsProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ResearchInvoice ExplanationBilling InformationPayment ProcessingDocumentation AccuracyCustomer Interaction LoggingFollow-Up ProceduresCollections AssistanceAviation Terminology KnowledgeProcess Improvement

Soft Skills

Active ListeningOrganizational SkillsAdaptabilityCollaborationCustomer-Focused Attitude

Tools & Technologies

Vector CRMMicrosoft Office 365

Industry Keywords

Customer Service StandardsInbound Customer InquiriesFirst-Contact ResolutionProfessional Follow-UpChanging Priorities

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Minimum of 3 years in a dedicated customer support or service role responding to inbound customer inquiries by phone and/or email
Experience researching and explaining account, invoice, billing, or payment information
Proficiency with CRM systems
Proficiency with the Microsoft Office 365 suite
Strong verbal and written communication skills, including active listening and clear explanations
Highly organized with excellent attention to detail and accurate documentation habits
Ability to prioritize multiple customer needs and adapt to changes in workflow
Strong problem-solving skills and sound judgment when resolving or escalating issues
Collaborative, customer-focused attitude supporting team and company goals
Ability to work 8:00am to 4:00pm Pacific Time, Monday through Friday

Benefits

Comp & perks

Generous rewards for hard work and dedication
Fully remote work arrangement
Full-time employment
Work/life balance respected and encouraged
Open-door access to Senior Leadership
Leadership support for each team member’s success
Team-oriented workplace culture
Autonomy to plan, prioritize, and schedule tasks without micromanagement
Ongoing on-the-job training
Equal employment opportunities