Frontier Airlines is committed to offering Low Fares Done Right’ to more than 80 destinations in the United States, Canada, Dominican Republic and Mexico on more than 300 daily flights.
Headquartered in Denver, Frontier’s hard-working aviation professionals pride themselves in delivering the company’s signature Rocky Mountain hospitality to customers.
Frontier Airlines is the proud recipient of the Federal Aviation Administration’s 2016 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.
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.
Essential Functions :
Analyze and determine the appropriate response and possible compensation for incoming customer complaints.
Fully research, respond and track all DOT complaints in a timely manner.
Research and attend DOT meetings, be prepared to answer questions pertaining to DOT complaints.
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.
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.
Perform RNT (Right Now Technologies) database entry of incoming contacts reflecting the issues about which a customer is contacting the company.
Serves as a resource for internal customers such as Frontier’s airport / station personnel, in-flight pilots / flight attendants, and business partner employees on customer issues.
Act as a liaison to raise customer concerns to appropriate internal departments to drive improvement.
Contribute to discussions to determine and implement the ongoing development of best practices and processes for responses to customer contacts.
Research, analyze, and determine irregular operations / flights for which customers should receive additional contact from Frontier (may include apology, monetary compensation and / or opportunity for customer to contact Customer Relations).
Other Functions :
Assist and act as back-up to the Sr Manager, Disabilities & Escalations as needed.
Assist with special projects within the department as needed.
Associate’s or Bachelor’s Degree preferred; 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
Knowledge, Skills and Abilities :
Familiarity with certain customer protections regulated by the (DOT)
Working knowledge of ACAA and CRO requirements when working with passengers with disabilities
Aptitude to make fair and unbiased appraisals of customer concerns
Demonstrated accuracy in interpreting and applying policies with respect to customer inquiries or service incidents
Ability to manage multiple tasks at once with frequent interruptions
Working knowledge and understanding of MS Office programs including Outlook 365, Excel and Word
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
Ability to respect privacy issues concerning property and confidential information
Proven letter-writing abilities including high proficiency in grammar and spelling
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