Essential Functions
- Analyze and determine the appropriate response and possible compensation for incoming customer complaints.
- Fully research, respond and track all DOT complaints in a timely manner.
- Research and attend DOT meetings, be prepared to answer questions pertaining to DOT complaints.
- Assist with regulatory roll out, compliance, DOT audits.
- Create immediate correspondence including resolution for executive members and Indigo Partners related to customer complaints and feedback.
- Aggregate and maintain information for Insurance purposes including maintaining positive communication with insurance analysts.
- Handle an assortment of contacts coming into Customer Relations during peak periods including phone calls, website contacts, emails and letters.
- Research internal reports (irregular operations alerts, daily ops reports, PIR passenger incident reports, PNR reservation details, en-route reports, flight schedules and crew details and any other sources deemed necessary) to assist in determining resolution of complaints and inquiries to achieve departmental goals in accordance with DOT regulations.
- Perform RNT (Right Now Technologies) database entry of incoming contacts reflecting the issues about which a customer is contacting the company.
- Serves as a resource for internal customers such as Frontier’s airport/station personnel, in-flight pilots/flight attendants, and business partner employees on customer issues.
- Act as a liaison to raise customer concerns to appropriate internal departments to drive improvement.
- Contribute to discussions to determine and implement the ongoing development of best practices and processes for responses to customer contacts.
- Research, analyze, and determine irregular operations/flights for which customers should receive additional contact from Frontier (may include apology, monetary compensation and/or opportunity for customer to contact Customer Relations).
Qualifications
- Associate’s or Bachelor’s Degree preferred; high school diploma or GED required
- Minimum 5 years of experience in customer service, consumer relations, call center or similar environment required
- Minimum 2 years of airline experience, preferably ATO or reservations, working with the reservations system preferred
- Experience in working with customers in pursuit of finding a solution
Salary Range
$40,000.00 - $53,750.00
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