Online Chat Support Agent
Online Chat Support Agent
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Job Description
This is a remote position.
The Online Chat Support Agent serves as a friendly and knowledgeable ambassador for Quest Aviation offering real-time assistance to visitors and clients via the website s chat interface. This position ensures that inquiries from charter bookings to general service questions are handled promptly and accurately delivering an excellent digital experience and reinforcing customer confidence in our aviation services.
Key Responsibilities
Real-Time Client Assistance: Engage with website visitors via online chat responding to inquiries about flight services pricing availability and company offerings.
Lead Qualification & Forwarding: Gather relevant client information assess needs and direct qualified leads to appropriate internal teams (such as Sales or Operations).
Order & Booking Support: Assist clients with basic booking guidance provide order updates and escalate complex queries to relevant departments when needed.
Seamless Cross-Department Collaboration: Coordinate behind the scenes with Operations Dispatch Maintenance and Sales to supply accurate and timely responses to client questions.
Chat Record-Keeping: Document client interactions accurately for future reference or escalation ensuring a consistent history of communication.
Continuous Improvement: Track common questions and feedback; collaborate with leadership to improve chat protocols FAQs and customer support workflows.
Requirements
High school diploma or equivalent required; additional education in Customer Service Communication or Aviation is advantageous.
Previous experience in online chat support customer service or helpdesk roles aviation or travel industry experience preferred.
Exceptional written communication skills with the ability to deliver clear concise and professional responses in real time.
Strong multitasking abilities responsiveness and comfort working in a fast-paced digital environment.
Proficiency with chat platforms ticketing systems and basic office tools like word processing and spreadsheets.
Resourceful empathetic and enthusiastic about creating positive client experiences remotely.
Benefits
Competitive Compensation: Salary aligned with experience and industry standards.
Health & Wellness: Employer-sponsored medical dental and vision insurance to support your well-being.
Retirement Planning: Access to a 401(k) plan with employer matching to build toward your financial future.
Paid Time Off: Generous PTO offering inclusive of vacation personal days and paid holidays for a healthy work-life balance.
Skill Development: Opportunities for training in aviation services customer communication tools and professional development.
Flexible Scheduling: Supportive work environment offering scheduling flexibility to accommodate personal and operational needs.
Inclusive Culture: Collaborative and recognition-driven environment that values your contributions and teamwork.
Performance Incentives: Structured reviews with chances for merit-based pay raises bonuses and advancement.
Tech Support: Access to essential tools and systems to ensure efficient accurate and responsive online support.
Bachelor s degree in Aviation Management, Aerospace Engineering, Business, or related field (Master s preferred). Minimum of 10 years in aviation operations or management, with at least 5 years in a leadership role. Deep knowledge of FAA and international regulatory requirements. Proven leadership with the ability to build cohesive, high-performing teams. Strong analytical, budgetary, and strategic planning skills. Pilot license or aviation certification is advantageous but not mandatory.
Employment Type
Full Time
