Customer Service Representative

PartsBase Inc. is the world's largest online Aviation Marketplace and Community, and they are seeking a Customer Service Representative to manage client renewals and ensure customer satisfaction. The role involves proactive communication with clients, maintaining account accuracy, and collaborating with cross-functional teams to drive retention and revenue goals.

Responsibilities:

• Manage a portfolio of accounts scheduled for renewal within a defined monthly cycle
• Proactively reach out to customers to secure renewals within a 4-week engagement window
• Drive retention and contribute to achieving individual and team revenue goals
• Identify opportunities to preserve revenue through negotiation, adjustments, or value reinforcement
• Conduct outreach via phone and email to discuss renewal terms, pricing, and account details
• Address customer concerns, pricing questions, or contract adjustments professionally and strategically
• Maintain consistent follow-up according to team processes
• Build positive relationships that support long-term customer retention
• Generate renewal agreements with accurate pricing, correct contract dates, and proper SKU alignment
• Review account details for discrepancies and coordinate with internal stakeholders when clarification is needed
• Ensure all documentation is completed accurately before handoff to Customer Success Managers
• Follow structured workflow timelines, working two months ahead of renewal dates
• Maintain up-to-date tracker documentation and task completion status
• Transition completed renewals to Customer Success Managers on schedule
• Escalate issues that may impact retention or revenue
• Partner with Customer Success Managers on pricing approvals, special circumstances, or account adjustments
• Coordinate with Accounts Receivable regarding outstanding balances that could impact renewals
• Communicate account risks or high-impact opportunities to leadership effectively
• Meet KPIs including revenue retention percentage, renewal completion timelines, and task management compliance
• Ensure quality and accuracy standards are consistently met
• Participate in weekly team planning meetings and contribute to process improvement initiatives

Requirements:

• Strong written and verbal communication skills
• Comfortable discussing pricing and handling negotiation as needed
• Highly organized with strong attention to detail
• Ability to manage multiple accounts and deadlines simultaneously
• Proficiency with CRM systems and Microsoft Excel
• 2+ years of customer service, account management, or retention experience