Customer Service Representative; Miami, FL

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Full Time Clerical Miami, FL, US

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
• 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…