Provides legendary Customer Service by following the Expectations. The primary responsibilities include effectively handling internal and external Customer inquiries/complaints directed to Customer Relations and Rapid Rewards and other Departments; including, but not limited to the office of the President, Chairman, and CEO.
Responsible for providing responses to correspondence from internal and external Customers with a heavy emphasis on complaint resolution.
Uses good judgment to analyze problems and choose appropriate solutions in order to resolve Internal and External Customer needs.
Is familiar with all aspects of Company structure, operating philosophy, policies, and procedures with particular focus on terms and conditions of the Contract of Carriage and Frequent Flyer Program.
Answers Customer inquiries across all communication channels (written test required).
Heavy emphasis on Customer contact for complaint resolution.
Acts as support to all Company personnel in clarifying Company practices, policies, and procedures.
Operates and is proficient with PC equipment utilizing current specified software packages and other programs and functions.
Operates current standard office equipment.
Must be able to successfully complete applicable training courses.
Assists with monitoring Internal Help Desk line to assist Representatives with escalated correspondence.
Work is performed in a highly organized and restrictive environment requiring extended periods of time at a fixed work position.
High School Diploma or equivalency required.
College Degree or equivalency preferred.
1-2 years of Customer Service experience preferred.
To include, but not limited to bending, stooping, reaching, standing, and lifting.
Ability to type and/or use computer keyboard with sufficient speed and accuracy to perform the duties of the job.
Capacity to read, comprehend, and proofread a variety of documents, follow instructions, learn and understand airline procedures, rules, and regulations.
Must have the ability to keep abreast of information pertinent to the job such as special promotions, new procedures, etc.
Must demonstrate good listening, written, and verbal communication skills with the ability to write an executive summary of a given inquiry.
Must have judgment sufficient to handle and resolve routine Customer correspondence.
Must be able to maintain Department productivity and quality goals while balancing special tasks and/or other responsibilities.
Ability to function in a fast paced environment, meet deadlines, juggle multiple tasks, and work as a Team player with little supervision.
Organizational skills a must with a keen eye for accuracy and attention to detail.
Ability to prioritize work with frequent interruptions and work under time constraints to accomplish assignments.
Must be able to perform computations necessary for fare calculations, refund/adjustment values, and other mathematical problems.
Must meet confidentiality expectations as to confidential, proprietary, and sensitive Company information.
Ability to work rotating shifts for extended periods during peak workloads and adhere to schedule including lunch and break times.
Foreign language skills are desirable, but not required.
Attention To Detail