Experienced Senior Customer Advocate – Remote Work Opportunity Available

Join arenaflex, a leading airline committed to delivering 'Low Fares Done Right' to over 100 destinations across the United States, Canada, Dominican Republic, and Mexico. As a Senior Customer Advocate, you will play a vital role in ensuring our customers receive exceptional service, resolving escalated complaints, and driving business growth through innovative solutions.

About arenaflex

arenaflex is a fast-growing airline that believes the skies should be for everyone. Our commitment to Low Fares Done Right is more than just a tagline – it's our driving philosophy. We strive to deliver affordable prices, friendly service, and a personalized travel experience that meets our customers' needs. Our business model allows travelers to take advantage of our extensive route network, while our bundled and unbundled pricing options enable customers to save money on services they don't need.

What We Stand For

At arenaflex, we put a great deal of care into every decision and action we take. We're efficient with our resources, make smart business decisions, and innovate to stay ahead of the curve. We're not afraid to try new things and believe in creating a warm and friendly experience that demonstrates Rocky Mountain Hospitality.

Work Perks

As an arenaflex team member, you'll enjoy a range of benefits that make work more enjoyable:

• Flight benefits for you and your family to fly on arenaflex
• Buddy passes for your friends to experience our exceptional service
• 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
• 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

Who We Are

arenaflex is committed to offering Low Fares Done Right to over 100 destinations and growing in the United States, Canada, Dominican Republic, and Mexico on more than 350 daily flights. Headquartered in Denver, our hard-working aviation professionals pride themselves in delivering exceptional service to customers. We're proud recipients of the Federal Aviation Administration's 2018 Diamond Award for maintenance excellence and were recently named the industry's most fuel-efficient airline by The International Council on Clean Transportation (ICCT).

What Will You Be Doing?

As a Senior Customer Advocate, you'll be responsible for:

• Resolving escalated external customer complaints, inquiries, and compliments in a fair, timely, and professional manner
• Assuring customers receive prompt, efficient, and courteous service
• Meeting Department of Transportation (DOT) regulations associated with complaint handling and providing substantive responses to customers
• Guiding specialized customer relations agents and customer advocates in resolving complaints related to consumer affairs, travel by customers with disabilities, and executive escalations
• Identifying and implementing cross-functional solutions to improve the customer experience
• Providing reports and feedback to management on staff performance and implementing corrective actions
• Mentoring team members to further elevate and increase productivity

Success Metrics

Your success in this role will be measured by:

• Customers with disabilities receiving professional, timely, substantive, and equitable feedback/responses to their contacts
• Escalated executives receiving professional and timely feedback/responses to their contacts
• Identification and implementation of cross-functional solutions to better the experience of customers with disabilities and the traveling public
• Providing reports and feedback to management about staff performance
• Carrying out mentoring to further elevate and increase productivity

Essential Functions

As a Senior Customer Advocate, you'll perform the following essential functions:

• Communication and Complaint Handling (75%):

+ Give accurate direction and support to team members to facilitate successful completion of performance goals + Handle escalated and disability complaints and ensure response times are in accordance with all DOT regulations + Ensure substantive, dispositive, and timely responses are provided for every disability complaint + Help the company identify areas of improvement and determine follow-up actions to correct deficiencies + Assist in the onboarding of new Customer Advocates; mentor Customer Relations Agents to ensure they are current and knowledgeable of overall Company policy changes, as well as disability regulations and policies + Update management on DOT complaints, reports, trends + Work cross-functionally to implement any corrective steps + Test procedures to ensure effectiveness of implemented corrective steps + Identify policy and procedure inconsistencies and breakdowns, and provide recommendations for improvement to arenaflex's policy makers in order to provide a consistent experience for customers + Keep current with DOT regulations that have direct impact on Customer Advocates and arenaflex disability practices + Monitor other airlines' disability practices, websites, policies, and procedures

• Analyze Complaints (25%):

+ Track disability complaints, analyze, and interpret trends, determine follow-up action to correct any deficiencies discovered + Analyze DOT complaints and provide continuous feedback on complaints reduction strategies; review DOT cases for challenge requests + Identify customer service breakdown areas and provide recommendations for improvement as it relates to travelers with disabilities + Assist in tracking and trending executive escalations and provide insight to management

Other Functions

You'll also participate in interdepartmental projects that impact Customer Care as needed.

Qualifications

To be successful in this role, you'll need:

• Minimum 5 years call center, customer service center, or airline experience, including operations and/or customer service
• Associate or Bachelor's degree preferred; high school diploma or GED required
• Preferred – minimum of 5-year airline experience, preferably ATO or reservations, working with the reservations system
• Familiarity with Windows-based software programs and database experience
• Experience in working with customers in pursuit of finding resolution and conflict resolution skills

Knowledge, Skills, and Abilities

You'll possess:

• The ability to de-escalate customer issues
• Efficient and effective communication skills, both written and verbal
• 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
• Familiarity with Windows-based software programs and database experience
• Aptitude to make fair and unbiased appraisals of customer concerns
• 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
• Accuracy in interpreting and applying policies with respect to customer inquiries or service incidents
• Ability to manage multiple tasks at once with frequent interruptions
• 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
• Ability to prioritize and coordinate multiple tasks
• Excellent communicator with active listening skills
• Understands the value of collecting customer feedback data and creating usable reports for identifying trends
• Ability to mentor staff members
• Proven leadership skills to establish, coordinate, and complete special projects
• Strong background in handling challenging customer and personnel problems
• Proven ability to mediate, negotiate, and reach resolution with various matters
• Knowledge and competency with various software programs (Xcel, Word, Outlook, RNT, Avaya, Voxify, MDM, Navitaire)

Equipment Operated

You'll work with standard office equipment, including a PC, copier, fax machine, and 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 the ability and comfort level working from home with access to a high-speed internet connection.

Physical Effort

Generally, not required.

Supervision Received

You'll receive general direction, with little instruction on day-to-day work and general instructions on new assignments.

Positions Supervised

You'll supervise Customer Relations Advocates.

Salary Range

$46,715 - $62,006.

Closing Date

This role has a closing date of on or before 8/1/2024 midnight MST.

Workplace Policies

arenaflex is committed to Equal Employment Opportunity (EEO) and Affirmative Action. We support and salute diversity, and actively recruit veterans. Military experience is valuable and transferable to many of the positions essential to the operations of our airline. arenaflex is a Zero Tolerance Drug-Free Workplace.

Disclaimer

The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change. If you're passionate about delivering exceptional customer service and driving business growth, we encourage you to apply for this exciting opportunity. Join arenaflex and be part of a team that's shaping the future of air travel. Apply for this job