Advocate, Customer Relations (Remote Work Available)

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Why Work for Frontier Airlines?

At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline – it’s our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life. Our successful business model allows travelers to take advantage of our fast-growing route network while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need – saving them money along the way.

What We Stand For

Low Fares Done Right is our mission and we strive to bring it to life every day. Our ‘Done Right’ promise means delivering not only affordable prices, but making travel friendly and easy for our customers. To do this, we put a great deal of care into every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and be pioneers – we’re not afraid to try new things. While our business requires us to fly high in the air, we also consider ourselves down-to-earth in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.

Work Perks

At Frontier, we like to think we’re creating something very special for our team members. Work is why we’re here, but the perks are nice too:

  • Flight benefits for you and your family to fly on Frontier Airlines.
  • Buddy passes for your friends so they can experience what makes us so great.
  • Discounts throughout the travel industry on hotels, car rentals, cruises and vacation packages.
  • Discounts on cell phone plans, movie tickets, restaurants, luggage and over 2,000 other vendors.
  • Enjoy a ‘Dress for your Day’ business casual environment.
  • Flexible work schedules that support work/life balance.
  • Total Rewards program including a competitive base salary, short term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time and medical/dental/vision insurance that begins the 1st of the month following your hire date.
  • We play our part to make a difference. The HOPE League, Frontier Airlines’ non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship.

Who We Are

Frontier Airlines is committed to offering ‘Low Fares Done Right’ to more than 100 destinations and growing in the United States, Canada, Dominican Republic and Mexico on more than 350 daily flights. Headquartered in Denver, Frontier’s hard-working aviation professionals pride themselves in delivering the company’s signature Low Fares Done Right service to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administration’s 2018 Diamond Award for maintenance excellence and was recently named the industry’s most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies.

What Will You Be Doing?

The Customer Relations (CR) Advocate is responsible for the timely, equitable, and professionally-handled resolution of DOT (Department of Transportation) escalated external customer complaints, inquiries, and compliments received via; 1) telephone, 2) web-email at FlyFrontier.com, 3) email, 4) facsimile, 5) high level Executive email 6) US mail, as well as external customer contacts sent to addresses throughout the Frontier/Indigo Partners system. The CR Advocate is responsible for providing direct support to the management and response to internal complaints escalated through the contact center, website and other channels. They will also assist in coaching and directing Customer Care agents with resolution to escalated contacts and complaints ensuring consistency in meeting Customer service standards. The CR Advocate is also responsible for proactively contacting passengers if needed or requested by the leadership team. The CR Advocate will support all efforts designed to pursue the retention of customer’s business when possible, while limiting financial exposure to the company. They will assure our customers receive prompt, efficient, courteous service. Additionally, they will be responsible for meeting the DOT’s regulations associated with the specific requirements of what constitutes a substantive response to complaints from our customers and any other governing agency as well as the Better Business Bureau.

Essential Functions

 

  • Investigate Complaints: Thoroughly investigate internal complaints and complaints filed to the Department of Transportation and respond on behalf of Frontier Airlines.
  • Respond Promptly: Respond to complaints in a timely manner, providing clear and concise communication to both internal stakeholders and external complainants.
  • Compliance Assurance: Ensure that all responses and resolutions align with relevant regulations and legislation, such as the Air Carrier Access Act (ACAA) and other applicable laws.
  • Coordinate with Departments: Collaborate with various departments within Frontier Airlines, including Customer Service, Legal, Operations, and Accessibility teams, to gather information and facilitate resolutions.
  • Resolution Management: Work to resolve complaints effectively and efficiently, considering the needs of the customer as well as the company.
  • Customer Advocacy: Serve as an advocate for customers, ensuring that their concerns are heard, understood, and addressed appropriately.
  • Documentation and Reporting: accurately record and document of complaints, investigations, and resolutions.
  • Continuous Improvement: Identify trends and patterns in complaints and recommend proactive measures to prevent future issues and enhance the overall customer experience for.
  • Frontline Support: Provide direct assistance and support in efforts to resolve escalated issues brought forward from the Customer Care and Customer Recovery frontline agents.
  • DOT Compliance: Ensure compliance with DOT reporting requirements and assist in the preparation of responses to DOT inquiries and audits related to disability accommodations.
  • Research and attend DOT meetings, be prepared to answer questions pertaining to DOT complaints.
  • Assist with regulatory roll out, compliance, DOT and internal complaint audits.
  • Aggregate and maintain information for Insurance purposes including maintaining positive communication with insurance analysts.
  • 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.

Other Functions

 

  • Assist and act as back-up to the Manager Customer Advocacy as needed.
  • Assist with special projects and assignments within the department as needed.

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

Knowledge, Skills And Abilities

 

  • Familiarity with certain customer protections regulated by the (DOT)
  • Working knowledge of ACAA and CRO requirements when working with passengers with disabilities
  • Aptitude to make fair and unbiased appraisals of customer concerns
  • Demonstrated accuracy in interpreting and applying policies with respect to customer inquiries or service incidents
  • Ability to manage multiple tasks at once with frequent interruptions
  • Working knowledge and understanding of MS Office programs including Outlook 365, Excel and Word
  • Good conflict resolution skills and ability to de-escalate customer issues
  • Exceptional verbal and written communication skills
  • Working knowledge of Social Media networks such as Facebook and Twitter
  • Ability to respect privacy issues concerning property and confidential information
  • Proven letter-writing abilities including high proficiency in grammar and spelling
  • Ability to work within a corporate environment including interactions with various levels of management
  • Excellent organizational skills and a high level of attention to details

Equipment Operated

Standard office equipment, including PC, copier, fax machine, printer

Work Environment / Remote Work Options

 

  • This role can be based at our headquarters in Denver, CO or anywhere in the United States via a remote work arrangement (periodic travel to Denver from a Frontier-serviced city required)
  • If remote, you must be able to follow our remote work policies, including ability and comfort level working from home with access to a high-speed internet connection
  • If headquarters-based, typical office environment, adequately heated and cooled

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