Sr Advocate, Customer Relations (Remote Work Assignment Available)

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 Sr Customer Advocate is responsible for the for the equitable, and professionally-handled resolution of DOT (Department of Transportation), escalated external customer complaints, inquiries, and compliments. A Sr Customer Advocate assures our customers receive prompt, efficient, courteous service. They are responsible for meeting the Department of Transportation'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. As an expert in the field, the Senior Customer Advocate will assist in guiding specialized customer relations agents as well as customer advocates who handle complaints related to consumer affairs, travel by customers with disabilities, and executive escalations in ensuring that their services are of maximum satisfaction to customers.

Success in this position is 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 as well as the traveling public

• Providing reports and feedback to management about the level of performance of members of staff

• Carries out mentoring to further elevate and increase productivity

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 Frontier'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 Frontier 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

• Participate on an as-needed basis with interdepartmental projects that impact Customer Care.

Qualifications

• Minimum 5 years call center, customer service center or airline experience required, including the areas of 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

• The ability to de-escalate customer issues

• Be able to communicate efficiently and effectively both written and verbally

• 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

Standard office equipment, including PC, copier, fax machine, 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 ability and comfort level working from home with access to a high-speed internet connection

• If headquarters-based, typical office environment, adequately heated and cooled

Physical Effort

Generally, not required.

Supervision Received

General Direction: The incumbent normally receives little instruction on day-to-day work and receives general instructions on new assignments.

Positions Supervised

Customer Relations Advocates

Salary Range: $46,715 - $62,006

Please note this role has a closing date of on or before 8/1/2024 midnight MST

Workplace Policies

At Frontier Airlines, we wholeheartedly support and have a strong commitment to Equal Employment Opportunity (EEO) and Affirmative Action. Frontier is committed to providing equal employment opportunities for all persons regardless of race, color, religion, gender, gender variance, sexual orientation, age, genetic information, martial status, national origin, citizenship status, disability, military, veteran status, and any other basis protected by federal, state, or local laws.

Diversity is an essential part of our success. Our company flourishes because of the unique backgrounds, skills and ideas that our team members contribute every day. We salute and actively recruit veterans. Military experience is valuable and transferable to many of the positions essential to the operations of our airline.

Frontier Airlines is a Zero Tolerance Drug-Free Workplace. All prospective DOT safety-sensitive employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any DOT safety-sensitive job applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with Frontier.

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.