Advocate, Customer Relations (Remote Work Available)

Employer Industry: Airline Industry

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Why Consider this Job Opportunity:
– Flight benefits for you and your family to fly on Frontier Airlines
– 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
– Flexible work schedules that support work/life balance
– Supportive ‘Dress for your Day’ business casual environment
– Opportunity to work remotely from anywhere in the United States

What to Expect (Job Responsibilities):
– Thoroughly investigate internal complaints and complaints filed to the Department of Transportation and respond on behalf of Frontier Airlines
– Respond to complaints in a timely manner, providing clear and concise communication to both internal stakeholders and external complainants
– Ensure that all responses and resolutions align with relevant regulations and legislation
– Collaborate with various departments within Frontier Airlines to gather information and facilitate resolutions
– Serve as an advocate for customers, ensuring that their concerns are heard, understood, and addressed appropriately

What is Required (Qualifications):
– 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
– Familiarity with certain customer protections regulated by the Department of Transportation

How to Stand Out (Preferred Qualifications):
– Working knowledge of ACAA and CRO requirements when working with passengers with disabilities
– Ability to manage multiple tasks at once with frequent interruptions
– 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

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