Customer Service Specialist

Paragon Flight is the largest pilot training school in SW Florida and one of the leading schools in the country with over 300+ student pilots each year. Our industry is currently experiencing overwhelming demand due to the most significant “pilot shortage” in over five decades. To meet demand, we have recently completed a sizable expansion including two new training locations and a complete renovation of our HQ facilities in Fort Myers, FL. We are growing rapidly and need an ALL-STAR person to help us bring our service team to the next level at our Punta Gorda Airport Location.

As the Customer Service Specialist, you will work directly with our students through the entire “life cycle” of the student’s experience with Paragon. From first contact as a prospective student to post graduation and follow up opportunities. You must be passionate about doing the right thing and taking care of people and always advocating for the student. They will help our student’s reach their goals and help us provide the industry’s best pilot training experience.

You will work with a small team of "student ambassadors" of varying experience that are directly interacting with students in a high-paced, dynamic school environment. The Student Ambassador team is responsible for many aspects of the student’s experience including sales, admissions, program guidance, proactive communication, and reactive communication. You will also manage unforeseen changes / challenges to students’ training programs by coordinating with students, ownership, maintenance staff and flight instructors to ensure the student completes their goals/program on-time and within budget.

Responsibilities Include:

· Working directly with ownership and Sr Management to realize their vison for service excellence and the student’s training experience.

· Meeting with prospective students to explain training programs in person, via phone call, or WhatsApp.

· Keeping highly detailed tracking correspondence with students in our CRM

· Providing tours of our facility and aircraft to prospective students

· Enrolling and scheduling new students

· Engaging current students to discuss training progress.

· Organizing and assisting with student events

· Working with flight instructors regarding student progress

· Bringing a positive attitude to every interaction with prospective and current students

· Provide continuous feedback on the school’s custom CRM & Training Management software to ensure problem areas are resolved and the software is improving for the team.

· Help improve current processes and implementing new processes to ensure the work-flow and student experience is constantly improving.

Our ideal candidate must:

· have 2+ year’s experience providing highly effective leadership in small team setting, preferably in retail or similar customer facing environment.

· be an exceptionally sharp thinking problem solver that can handle challenges immediately and effectively.

· be detail-oriented, excellent communicator, organized, and outgoing applicants would do well in this role.

· be self-reliant, able to accomplish ownership’s vision and goals without direct supervision or day-to-day direction.

· be highly charismatic, proven leader with exceptional professional appearance and demeanor.

· be comfortable speaking with customers in-person and on the phone, from many different countries and backgrounds.

· be comfortable in a very fast-paced and dynamic school environment.

· have the ability to maintain organization and complete multiple tasks amidst multiple demands.

· be able to maintain multiple tasks, goals and assignments that can rapidly change priority.

· be able to pass a background check.

· be willing to participate in our initial and random drug screening program.

· be comfortable working on a computer with email and various software systems simultaneously.

· have excellent MS Word, PP and Excel skills.

· be able to work on your feet 5+ hours per day.

Benefits

· Medical Insurance

· Dental Benefits

· Vision Benefits

· Life Insurance

· Paid Professional Development and Continuous Learning Programs

· PTO

· Paid Holidays (9 days including Super Bowl Monday)

· Flight / Pilot Training Benefits