Customer Support Specialist (Warranty Service)

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Gogo seeks a dedicated and customer-centric individual to join our team as a Customer Support Specialist (Warranty Service). This hybrid critical role is essential to maintaining our commitment to customer service and satisfaction excellence. The successful candidate will interact with customers, internal teams, and external partners to ensure seamless resolution of warranty claims, product repair, and general customer inquiries.
 

COME ON BOARD THE GOGO CUSTOMER EXPERIENCES TEAM!

How will you make a difference?

• 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.

Qualifications 

• 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).
   

Required Skills, Experience and Talents

• 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.

Preferred Skills, Experience and Talents

• Familiarity with IS09000/9001 standards, AS9100 preferred.

Equal Pay Disclosure(s)

Base Pay:

Target Annual Short-Term Incentive:

Eligible for Incentive Stock Program:

Benefits:

Gogo offers competitive benefits including medical, dental and vision coverage with plans that can fit each employee’s needs. We offer an immediate vesting 401k plan, paid time off and volunteer time off. Employees have the option to participate in an Employee Stock Purchase Plan. Visit the Careers page on our website for more information at www.gogoair.com/careers.

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Gogo is an Equal Opportunity and Affirmative Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity.

Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.  

The EEO is the law and is available here. Gogo participates in E-Verify (English and Spanish). Right to Work Statement (English and Spanish).