Customer Service Lead

Company Description

Associated Energy Group, LLC (AEG Fuels) is a global aviation fuels and services supply chain management company. The company's core business is the marketing and financing of fuel supply and logistics solutions for the world's 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 Fuel's aggregate volume within a network of over 3,000 airports as well as the company's 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. 30 different nationalities are represented on AEG's team and with offices in Miami, Houston, Toluca, 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 What's Right
  
  

Position Description

The Customer Service Lead would support Customer Service Supervisor and Director overseeing the day-to-day operations of the customer service department.

Responsibilities

• Customer Service Lead will work closely with Customer Service Supervisor to ensure the department team is following protocols and giving customers excellent service.
• Training new customer service team members.
• Using customer relationship management software (CRM) to document customer interactions.
• Monitoring average call length and overall team volume.
• Listening to individual calls to ensure quality as needed.
• Leading performance reviews for team members.
• Creating intervention and improvement plans for team members.
• Resolving escalated customer issues.
• Motivating customer service team to meet goals.
• Helping customers by answering questions, resolving problems, and providing information about services via phone call, email, chat.
• Verifying customer service representatives to ensure they are providing excellent service to customers.
• Interacting with customers and merchants directly to answer questions about the AIR card and the service.
• Organizing and conducting training sessions for new employees on company policies and procedures for dealing with customers
• Ensures that appropriate actions are taken to resolve customers' problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Perform other duties as assigned.
  
  

Required Skills And Experience

• High school diploma or equivalent.
• Customer service experience required.
• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• Multitasking and organizational skills.
• Availability to adapt to change and to learn fast.
• Ability to answer a high volume of calls and/or emails daily.
  
  

Desired Skills And Abilities

• Attentiveness and patience
• Time-management skills
• Ability to find the positive in any situation.
  
  

What We Offer

• Competitive salary package
• 4 weeks of PTO to start (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.