Customer Service Representative (Miami, FL)

Equal Employment Opportunity Statement:

AEG Fuels is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, military status, marital status, pregnancy, or any other characteristic protected by applicable federal, state, or local law.

AEG Fuels is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the recruitment process and employment relationship. If you require an accommodation to participate in the application process, please contact Human Resources.

Company Description:

Associated Energy Group, LLC (AEG Fuels) is a global aviation fuels and services supply chain management company. The company's core business is the marketing and financing of fuel supply and logistics solutions for the world's largest airlines, militaries, and corporate operators.

AEG Fuels serves its clients through a network of longstanding relationships with subcontracted parties around the world. Customers are afforded the benefits of negotiated fuel and throughput pricing based on AEG Fuel's aggregate volume within a network of over 3,000 airports as well as the company's specialized expertise in delivering products safely and on-time.

AEG Fuels is dedicated to providing comprehensive support and unparalleled 24/7 service around the world. 50 different nationalities are represented on AEG's team and with offices in Miami, Toluca, Medellin, Sao Paolo, London, Dubai, Singapore and Shanghai the company combines a global presence with a local touch.

AEG Core Values:

• Excellence & Teamwork
• Entrepreneurship & Innovation
• Respect & Trust
• Always Do What's Right

Job Overview:

A At AEG Fuels, the CSR department is not a traditional customer service role. Our CSRs act as operational experts, resolving issues end-to-end with minimal reliance on other departments. The team is fully trained across multiple areas of the business, ensuring that all operational and customer-facing issues begin and end with CSR. This requires a unique combination of customer service skills, operational knowledge, and analytical ability. This team plays a mission-critical role at the heart of operations, serving as the first and final line of resolution for customer issues.

Responsibilities:

• Customer Communications: Manage a high volume of correspondence with professionalism and accuracy.

• Monthly workload Average: 9,116 incoming emails and 3,255 outgoing responses.

• Dispute Management: Receive and investigate customer disputes with in-depth research, ensuring resolutions are based on facts and data.Forward to other departments only when absolutely necessary.

• Operational Expertise: Serve as subject matter experts across Pricing, Awards, Inventory Data, Billing and more to independently resolve complex cases.

• Problem Solving & Quality Control: Identify root causes of discrepancies, resolve issues, and recommend corrective actions to prevent recurrence.

• Profitability Projects: Initiate and support cross-functional projects to maximize profitability and minimize disputes, strengthening long-term operational efficiency.

• End-to-End Ownership: Minimize handoffs; ensure issues are handled from start to finish within CSR.

• 24-Hour Turnaround: Maintain service level expectations by resolving or providing updates on customer issues within one business day.

Performance Metrics (30-Day Average)

• 49 new disputes received per day
• 52 disputes resolved per day
• Clearance ratio: 112% (team resolves more disputes than received)
• Average backlog clearance time: 9 days

Role Comparison: AEG Fuels CSR vs. Traditional CSR

Traditional CSR Role

AEG Fuels CSR Role

Primarily responds to customer inquiries and forwards issues to other departments.

Investigates, analyzes, and resolves issues end-to-end with minimal reliance on other departments.

Focused on communication and documentation.

Combines customer service, quality assurance, operational expertise, and dispute resolution in one role.

Limited exposure to pricing or billing processes.

Expert in Pricing, Awards, Inventory Data, and Billing; capable of identifying and correcting errors across systems.

Measured by call volume or response time.

Measured by accuracy, resolution rates, backlog clearance, and customer satisfaction.

Typically, entry-level with lower pay bands.

Requires specialized training, cross-functional knowledge, and analytical skills - justifying higher pay bands.

Requirements:

• Strong analytical and investigative skills.
• Ability to interpret and apply complex operational data.
• Excellent communication and customer service skills to manage sensitive disputes.
• Strong written and verbal communication skills for customer and interdepartmental correspondence.
• Field experience in aviation operations or relevant higher education is critical. Candidates with hands-on fueling, dispatch, ground handling, or airport operations backgrounds have proven to excel.
• Proven ability to work independently in a high-volume environment.
• Aviation fueling,logistics, or related industry backgroundrequired.
• Not an entry-level position: provenexpertiseand industry knowledge are necessary for success.

What We Offer:

• Competitive salary package.
• 4 weeks of PTO to start + 6 paid holidays (for a total of 27 days).
• Health Benefits through Florida Blue.
• Dental & Vision Insurance through SunLife.
• 6% match on 401K.
• A collaborative and innovative work culture.