Company Overview:

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PartsBase Inc. is the world's largest online Aviation Marketplace and Community. Our global community is comprised of over 7,600 companies accessing our technology in over 217 countries & territories. We work with some of the biggest brands in aviation including Delta, Northrop Gruman, AvAir, Heico, Chevron, Air France Industries, and Air Australia.

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PartsBase offers a FULLY remote environment where one can work at the forefront of where the aviation business meets technology. Imagine getting to work with peers worldwide, implementing business technology projects that challenge the boundaries.

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Life at PartsBase:

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One of the top benefits of working at PartsBase is the culture. We are a TEAM-focused organization, and everyone celebrates each other's successes. Our inclusive culture welcomes all employees and values their unique contributions to our success. Our clients tell us time and time again that our people set us apart from the competition. We naturally strive to hire the very best talent. The ideal candidate is a motivated, well-organized individual who has a deep understanding of prospecting and developing strong relationships with customers.

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Customer Service Representative – Remote (US)

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Company Overview

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PartsBase Inc. is the world's largest online Aviation Marketplace and Community. Our global network includes over 7,600 companies across 217+ countries and territories, partnering with top aviation brands such as Delta, Northrop Grumman, AvAir, Heico, Chevron, Air France Industries, and Air Australia.

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We offer a fully remote work environment where you’ll engage directly with clients, ensuring smooth day-to-day operations and providing support at the intersection of aviation and technology.

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Life at PartsBase

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At PartsBase, our culture is team-focused and inclusive everyone celebrates each other’s successes. We value the unique contributions of every employee and consistently hear from clients that our people set us apart. We aim to hire motivated, organized, and relationship-driven professionals who take pride in delivering exceptional service.

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About the Role

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We’re seeking a Customer Service Representative to manage client renewals, maintain account accuracy, and support ongoing customer satisfaction. This role is perfect for someone proactive, detail-oriented, and comfortable working in a fast-paced, high-volume environment.

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Key Responsibilities

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1. Renewal Management & Revenue Ownership

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• 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.

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2. Customer Communication & Relationship Building

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• 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.

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3. Renewal Creation & Accuracy

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• 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.

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4. Process Compliance & Handoff Coordination

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• 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.

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5. Cross-Functional Collaboration

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• 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.

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6. Performance & Accountability

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• 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.

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Qualifications

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• 2+ years of customer service, account management, or retention experience preferred
• 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