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 Manager, Disabilities & Escalation leads the Customer Advocate group and works cross functionally to set policy and improve processes to reduce complaints. Success in this position is measured by:
- Complainants receiving professional, timely, substantive and equitable feedback/responses to their contacts and in compliance with regulatory requirements
- Implementation of cross functional solutions to better the experience of customers thereby reducing complaint rates
Essential Functions
Complaint Management and Reduction (70%)
- Work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution
- Manage escalated and disability complaint response times in accordance with all DOT regulations
- Deal effectively with ambiguous and unstructured problems and situations
- Move easily between big picture thinking and managing relevant detail
- Demonstrate overall responsibility for disability and complaint analytics
- Analyze complaint trends and recommend mitigation strategies
- Escalate high priority items to the appropriate department/management
- Prepare statistics, KPI and trend reports for use in the complaint management and reduction process
- Coordinate, convene and facilitate department level complaint review meetings
- Interact with, mentor and lead the Customer Advocate Group
- Responsible for reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across the business
- Build and maintain the Customer Advocate content policies, processes, guidelines, runbooks, escalations and appeals process, and edge case scenario planning
- Determine performance objectives/targets for Customer Relations Advocates and report the measured results
- Develop efficient tracking procedures to track complaints, analyze trends and determine follow-up action to correct any deficiencies discovered
- Update Frontier management on DOT complaints and reports
Disability Advocacy (10%)
- Collaborate with disability organizations to gain insights regarding the needs of travelers with disabilities
- Update Frontier management on any significant issues, as well as the annual disability travel report
- Identify policy and procedure inconsistencies and customer service breakdowns; provide recommendations for improvement to Frontier’s policy makers in order to provide a consistent experience for customers
- Monitor other airlines’ disability practices, websites, policies and procedures
Other (20%)
- Lead or participate in various special projects as determined by the Director, Customer Advocacy that directly relate to a reduction in complaints
- Function as the liaison with DOT for consumer complaints
- Serve as a subject matter expert regarding DOT regulations around consumer protection within aviation
Other Functions
- Participate on an as-needed basis with interdepartmental projects that impact Customer Care.
Qualifications
- 6+ years of customer facing complaints or dispute resolution experience in customer care or airline experience required, including the areas of operations and/or customer care
- 8+ years of management of two or more employees
- 3+ years of vendor/external partner management preferred
- Bachelor’s Degree in Business, Business Analytics, Mathematics, Operations Research or other related analytical field required; combination of relevant experience considered in lieu of degree requirement
- Prior experience and familiarity working with complex data sets
- Prior experience with quality control or quality assurance work
- Prior experience with customer data and reporting systems preferred
Knowledge, Skills And Abilities
- Ability to prioritize and coordinate multiple tasks
- Excellent communicator with active listening skills
- Possessing analytical and decision-making skills with the ability to influence without authority
- Ability to interact with integrity and a high level of professionalism with all levels of customers, team members, management and external agencies.
- Ability to lead and mentor staff members
- Strong organizational and analytical skills
- Proven leader with skills to establish, coordinate and complete special projects on time
- Strong background in handling challenging customer concerns
- Ability to advocate for customers who require excellent service and attention; have the ability to de-escalate the most complex of issues and enjoy advocating for those that need assistance
- Proven ability to mediate, negotiate and reach resolution with various matters
- Working knowledge of DOT regulations that impact airline travel, especially related to complaint handling
- Familiarity with the DOT’s federal regulations, 14 CFR Part 382 – Nondiscrimination on the Basis of Disability in Air Travel
- Knowledge and competency with various software programs (Xcel, Word, Outlook, Microsoft Dynamics, RingCentral Digital Engage, Power BI, Navitaire)
- Excellent written and verbal communication skills, with strong presentation and facilitation skills including proficiency in Excel, Word, and PowerPoint
- Ability to encourage, motivate, and lead while exhibiting professionalism
- Sense of humor within an environment that routinely handles difficult, challenging matters
