Customer Service Support Specialist

Job Description

• Serve as a primary point of contact for students and clients throughout the training process.
• Provide exceptional customer service and timely support regarding enrollment, training schedules, housing, billing, onboarding, and student services.
• Coordinate and facilitate student onboarding activities, including orientation, welcome communications, and student preparedness initiatives.
• Partner with Flight Instructors, Training Managers, and Operations personnel to support student success and ensure a positive training experience.
• Assist students with housing arrangements, transportation resources, local community information, and general acclimation to training and life in the United States.
• Manage student records and maintain accurate student information within company databases and learning management systems.
• Coordinate enrollment activities, student registrations, and program changes.
• Support billing processes by reviewing student accounts, processing required documentation, and assisting with payment-related inquiries.
• Monitor student progress and collaborate with appropriate departments to resolve issues that may impact training completion or customer satisfaction.
• Respond to student, client, and internal inquiries through phone, email, and in-person interactions in a professional and timely manner.
• Maintain accurate documentation and records in compliance with company policies and applicable regulatory requirements.
• Coordinate communication between students, instructors, airline partners, and administrative departments.
• Assist with student service programs, engagement activities, and initiatives designed to improve the overall student experience.
• Support international students by providing guidance regarding program requirements, documentation processes, housing resources, and general student support services.
• Assist with the preparation, processing, and maintenance of student documentation, including immigration-related records and reporting when applicable.
• Serve as a liaison between students and internal departments to facilitate issue resolution and ensure customer satisfaction.
• Prepare reports, maintain tracking systems, and assist management with student service metrics and operational reporting.
• Participate in audits, regulatory reviews, and compliance activities as required.
• Continuously identify opportunities to improve processes, enhance customer service, and streamline the student experience.
• Perform other duties and administrative responsibilities as assigned.

Minimum Qualifications

• Experience supporting customers, students, or clients in a service-focused environment.
• Customer service orientation with a commitment to creating a positive student and client experience.
• Excellent verbal and written communication skills.
• Interpersonal skills with the ability to build relationships across diverse cultures and backgrounds.
• Organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Attention to detail and accuracy.
• Problem-solving and conflict-resolution abilities.
• Ability to work independently while collaborating effectively within a team environment.
• Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
• Ability to create reports, analyze data, and use Excel formulas and spreadsheets.
• Time management and follow-through skills.
• Ability to handle sensitive and confidential information with professionalism.
• Adaptability and flexibility to support changing business and operational needs.

Physical Summary

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Below is a nonexclusive list and may be updated at any time.

• Occasionally ascends or descends ladders, stairs, scaffolding, ramps, and poles.
• Occasionally moves in different positions in tight or confined spaces.
• Constantly remains in a stationary position, standing or sitting.
• Occasionally moves about to accomplish tasks or travel.
• Occasionally adjusts or moves objects up to 20 pounds.
• Constantly performs repeating motions involving wrists, hands, and fingers.

Benefits

We've designed flexible policies to promote well-being and growth, based on role-specific eligibility and requirements:

• Comprehensive medical, dental, vision, and EAP plans
• 401(k) and employee stock purchase programs with CAE match
• Generous paid time off, including parental leave and vacation
• Company-paid life insurance, AD&D, short-term disability, and caregiver support
• Voluntary legal coverage, long-term care, dependent life insurance, pet insurance, and FSA programs
• Additional programs supporting healthy work-life balance and personal and professional well-being

E-Verify

As a Federal Contractor, CAE is required to participate in the E-Verify Program to confirm eligibility to work in the United States. If you’d like more information about your EEO rights as an applicant under the law, please click here EEO is the Law poster.

About CAE

At CAE, our mission is clear: to help make the world a safer place. For nearly 80 years, we’ve driven innovation in simulation, training, and mission readiness to support critical operations worldwide. By leveraging advanced technologies, we empower our customers to operate smarter, faster, and more sustainably. Join a purpose-driven organization where bold ideas are encouraged, collaboration drives progress, and your growth fuels our shared success.

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Position Type

Equal Opportunity Employer

CAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race, color, national origin, age, religion, sex, disability status, protected veteran status, or any other characteristic protected by federal, state or local laws. At CAE, everyone is welcome to contribute to our success. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process. If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact us at [email protected].

Data Privacy

Privacy Statement | CAE

As part of our process, we may use AI-supported tools to help review applications, with human decision-making at every step. CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.