Frontier Airlines Careers – Advocate, Customer Relations

Job Description:

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 also responsible for proactively contacting passengers if needed or requested by the leadership team. Responsible for adherence to Customer Relation’s customer compensation matrix. The CR Advocate pursues the retention of customer’s business when possible, while limiting financial exposure to the company. Assures our customers receive prompt, efficient, courteous service. 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.

Job Responsibilities:

• 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.
• 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.
• Perform RNT (Right Now Technologies) database entry of incoming contacts reflecting the issues about which a customer is contacting the company.

Job Requirements:

• Good conflict resolution skills and ability to de-escalate customer issues
• Exceptional verbal and written communication skills
• Familiarity with certain customer protections regulated by the (DOT)
• Working knowledge of ACAA and CRO requirements when working with passengers with disabilities
• Ability to manage multiple tasks at once with frequent interruptions
• Working knowledge of Social Media networks such as Facebook and Twitter
• Demonstrated accuracy in interpreting and applying policies with respect to customer inquiries or service incidents
• Aptitude to make fair and unbiased appraisals of customer concerns
• Working knowledge and understanding of MS Office programs including Outlook 365, Excel and Word

Qualification & Experience:

• Minimum 5 years of experience in customer service, consumer relations, call center or similar environment required
• Associate’s or Bachelor’s Degree preferred; high school diploma or GED required
• Experience in working with customers in pursuit of finding a solution
• Minimum 2 years of airline experience, preferably ATO or reservations, working with the reservations system preferred

Job Details:

Company: Frontier Airlines

Vacancy Type: Full Time

Job Functions: Customer Service Information Technology

Job Location: Denver, CO, US

Application Deadline: N/A

Apply Here

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