Customer Service Representative

Description

The Customer Services Representative (CSR) serves as the primary point of contact for clients attending training programs at the Training Center. This client-facing role is responsible for delivering a high-quality customer experience through professional communication, coordination, and administrative support before, during, and after training events.

The CSR collaborates with multiple internal teams, including Sales, Instructor Pilots, Fleet Planning, and Training Center Operations, to ensure client needs are addressed efficiently and training events are executed successfully.

Key responsibilities include:

• Serve as the primary contact for customer inquiries in person, by phone, and through email.

• Contact clients prior to training to provide introductions, instructions, and logistical information.

• Coordinate and collect required client documentation before arrival.

• Assist clients with questions related to training schedules, courseware, required materials, and training center services.

• Greet clients at check-in and provide badges, schedules, and other onboarding materials.

• Provide support throughout client training events and address service-related requests.

• Coordinate meetings and maintain schedules using Microsoft Outlook and other collaboration tools.

• Facilitate communication between clients and internal departments to ensure timely issue resolution.

• Assist with troubleshooting and provide training materials as needed.

• Ensure classrooms are properly prepared, organized, and stocked with required materials.

• Deliver hospitality items and support client accommodations when required.

• Provide support to executive-level clients and stakeholders attending training programs.

• Perform NATA-approved fingerprinting activities and obtain required TSA authorizations.

• Obtain and maintain Notary Public certification and perform associated duties in accordance with applicable regulations.

• Maintain confidentiality when handling sensitive client information and documentation.

• Support both front-of-house and back-of-house operational activities within the Training Center.

• Adhere to professional standards of conduct and appearance while representing the organization.

The Training Center operates 24 hours per day, 7 days per week. Work schedules may vary based on business requirements.

Minimum Qualifications

• High school diploma or equivalent.

• Minimum of 2 years of professional work experience

• Experience interacting directly with customers and resolving inquiries through multiple communication channels.

• Proficiency with Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, and Teams.

• Strong verbal and written communication skills.

• Demonstrated attention to detail and organizational skills.

• Ability to manage multiple priorities and adapt to changing business needs.

• Ability to handle sensitive information with discretion and confidentiality.

• Ability to establish and maintain effective working relationships with internal and external stakeholders.

• Ability to support clients using Apple devices and iOS applications.

• Flexibility to work varying schedules based on operational requirements.

• Ability to sit for extended periods of time.

• Ability to lift up to 50 pounds.

• Ability to perform occasional stooping or squatting.

• Ability to spend extended periods using a telephone and computer.

Preferred Qualifications

• Associate degree or equivalent post-secondary education.

• Experience in aviation, corporate training, executive support, administrative assistance, hospitality, hotel operations, concierge services, or travel services.

• Experience providing support to executive-level clients or stakeholders.

• Knowledge of Apple products and iOS-based applications.

• Experience working in a fast-paced, service-oriented environment.

• Bilingual or multilingual capabilities.

• Experience coordinating schedules, events, or client programs.

• Familiarity with cross-functional collaboration across operational teams.

Benefits

We've designed flexible policies to promote well-being and growth, based on role-specific eligibility and requirements:

• Day One Medical, Vision, and Dental coverage

• 401(k) with competitive company match

• Flexible schedules

• Flexible vacation policy

• Eleven paid holidays

• Large, stable international employer

• International career opportunities

• Cross-functional training opportunities

• Paid comprehensive training

• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)

• Tuition reimbursement

CAE is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.

CAE is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please e-mail View email address on click.appcast.io . We will make a determination on your request for reasonable accommodation on a case-by-case basis.

E-Verify

As a Federal Contractor, CAE is required to participate in the E-Verify Program to confirm eligibility to work in the United States. If you'd like more information about your EEO rights as an applicant under the law, please click herefor the EEO is the Law Poster:

At CAE, our mission is clear: to help make the world a safer place. For nearly 80 years, we've driven innovation in simulation, training, and mission readiness to support critical operations worldwide. By leveraging advanced technologies, we empower our customers to operate smarter, faster, and more sustainably. Join a purpose-driven organization where bold ideas are encouraged, collaboration drives progress, and your growth fuels our shared success.

CAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race, color, national origin, age, religion, sex, disability status, protected veteran status, or any other characteristic protected by federal, state or local laws.At CAE, everyone is welcome to contribute to our success. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process.If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact us at View email address on click.appcast.io .

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As part of our process, we may use AIsupported tools to help review applications, with human decisionmaking at every step. CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.