Customer Service Representative – Remote (US)

Company Overview

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.

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.

Life at PartsBase

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.

About the Role

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.

Key Responsibilities

1. Renewal Management & Revenue Ownership

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.

2. Customer Communication & Relationship Building

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.

3. Renewal Creation & Accuracy

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.

4. Process Compliance & Handoff Coordination

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.

5. Cross-Functional Collaboration

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.

6. Performance & Accountability

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.

Qualifications

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