Customer Service Representative (Miami, FL)

Job Title

AEG Fuels CSR

Company Description

Associated Energy Group, LLC (AEG Fuels) is a global aviation fuels and services supply chain management company. The companys core business is the marketing and financing of fuel supply and logistics solutions for the worlds largest airlines, militaries, and corporate operators.

AEG Fuels serves its clients through a network of longstanding relationships with subcontracted parties around the world. Customers are afforded the benefits of negotiated fuel and throughput pricing based on AEG Fuels aggregate volume within a network of over 3,000 airports as well as the companys specialized expertise in delivering products safely and on-time.

AEG Fuels is dedicated to providing comprehensive support and unparalleled 24/7 service around the world. 50 different nationalities are represented on AEGs team and with offices in Miami, Toluca, Medellin, Sao Paolo, London, Dubai, Singapore and Shanghai the company combines a global presence with a local touch.

AEG Core Values

Excellence & Teamwork

Entrepreneurship & Innovation

Respect & Trust

Always Do Whats Right

Job Overview

At AEG Fuels, the CSR department is not a traditional customer service role. Our CSRs act as operational experts, resolving issues end-to-end with minimal reliance on other departments. The team is fully trained across multiple areas of the business, ensuring that all operational and customer-facing issues begin and end with CSR. This requires a unique combination of customer service skills, operational knowledge, and analytical ability. This team plays a mission-critical role at the heart of operations, serving as the first and final line of resolution for customer issues.

Responsibilities

• Customer Communications: Manage a high volume of correspondence with professionalism and accuracy.
• Dispute Management: Receive and investigate customer disputes with in-depth research, ensuring resolutions are based on facts and data. Forward to other departments only when absolutely necessary.
• Operational Expertise: Serve as subject matter experts across Pricing, Awards, Inventory Data, Billing and more to independently resolve complex cases.
• Problem Solving & Quality Control: Identify root causes of discrepancies, resolve issues, and recommend corrective actions to prevent recurrence.
• Profitability Projects: Initiate and support cross-functional projects to maximize profitability and minimize disputes, strengthening long-term operational efficiency.
• End-to-End Ownership: Minimize handoffs; ensure issues are handled from start to finish within CSR.
• 24-Hour Turnaround: Maintain service level expectations by resolving or providing updates on customer issues within one business day.

Performance Metrics (30-Day Average)

• 49 new disputes received per day
• 52 disputes resolved per day
• Clearance ratio: 112% (team resolves more disputes than received)
• Average backlog clearance time: 9 days

Role Comparison: AEG Fuels CSR vs. Traditional CSR

Traditional CSR Role - AEG Fuels CSR Role

Primarily responds to customer inquiries and forwards issues to other departments. - Investigates, analyzes, and resolves issues end-to-end with minimal reliance on other departments.

Focused on communication and documentation. - Combines customer service, quality assurance, operational expertise, and dispute resolution in one role.

Limited exposure to pricing or billing processes. - Expert in Pricing, Awards, Inventory Data, and Billing; capable of identifying and correcting errors across systems.

Measured by call volume or response time. - Measured by accuracy, resolution rates, backlog clearance, and customer satisfaction.

Typically, entry-level with lower pay bands. - Requires specialized training, cross-functional knowledge, and analytical skills justifying higher pay bands.

Requirements

• Strong analytical and investigative skills.
• Ability to interpret and apply complex operational data.
• Excellent communication and customer service skills to manage sensitive disputes.
• Strong written and verbal communication skills for customer and interdepartmental correspondence.
• Field experience in aviation operations or relevant higher education is critical. Candidates with hands-on fueling, dispatch, ground handling, or airport operations backgrounds have proven to excel.
• Proven ability to work independently in a high-volume environment.
• Aviation fueling, logistics, or related industry background required.
• Not an entry-level position: proven expertise and industry knowledge are necessary for success.

What We Offer

• Competitive salary package.
• 4 weeks of PTO to start + 6 paid holidays (for a total of 27 days).
• Health Benefits through Florida Blue.
• Dental & Vision Insurance through SunLife.
• 6% match on 401K.
• A collaborative and innovative work culture.